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CUSTOMER ENGAGEMENT

ENGAGING TODAY'S CUSTOMERS

Meet customers where they are.

Every time your customers interact with your utility, they shape their opinion about you, for better or worse. That’s true at every point of contact—a customer service call, a bill in the mail, an energy audit and even with digital interactions, such as on your website, account portal or marketplace.

 

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For many utilities, these digital touchpoints lag woefully behind customer expectations. In fact, according to a recent J.D. Power study, utilities are among the lowest-performing industry groups when it comes to providing positive digital experiences to their customers.

WHAT DO CUSTOMERS WANT ONLINE?

When customers interact digitally with their utilities—whether it’s on an app, on the website or via email—they want a seamless, personalized experience. At each touchpoint, they want interactions that feel like they’re tailored to them, including recommendations for products and services they actually want.

They want these interactions to occur on their own terms, on their own time.


 

HOW CAN UTILITIES MEET THESE DEMANDS?

Customers are accustomed to on-demand access to information, and they expect it from today’s utilities. That means real-time reporting on energy usage, billing analysis with customized rate recommendations and easy outage reporting from any device. 

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With Franklin Energy’s customer engagement platform, utilities can easily and seamlessly provide the types of interactions today’s customers want.

A LOOK UNDER THE HOOD

CONSISTENCY ACROSS PLATFORMS

Efficiency Journey's streamlined approach to omni-channel communication saves your customers’ time—which many of them value above all else.

PERSONALIZED BILL SERVICES

Customers can pay their bills and see a usage breakdown throughout the day. This can encourage behavioral change, such as shifting usage away from peak times.

ENERGY REPORTS

Usage comparisons to neighbors taken a step further with personalized suggestions for how to cut back, shift usage, change their rate or even switch fuel source.

PERSONALIZED RECOMMENDATIONS

Our platform helps your customers define their own energy action plans, then take the right actions to achieve their goals—nudged along with gamification and rewards.

 

GAMIFICATION

Efficiency can be fun and rewarding. Customers earn badges, see their ranking amongst neighbors, and even earn reward points that can be traded for gift cards. 

RELEVANT ALERTS

Personalized alerts let customers know when their usage is higher than they'd like. This enables quick action to get back on track—and skip that dreaded “bill shock.”

 

 

CUSTOMER SERVICE

Customers can easily manage service requests, connect devices, report or check on outages and more. Whether self-service, or via our BPI-trained customer care reps.

REBATES AND INCENTIVES

Our platform curates available rebates and incentives, showing customers those that make the most sense for their specific rate class, usage and goals.

THE UTILITY OF THE FUTURE

Customers are more sophisticated than ever when it comes to digital communications and their expectations for personalization. To get them fully engaged with your utility, you need to provide quick, seamless and relevant interactions at every step. Future-looking utilities are working with Franklin Energy to easily engage their customers across all digital platforms, in a personalized, relevant way.

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LEARN HOW FRANKLIN ENERGY CAN HELP UTILITIES ENGAGE TODAY'S CUSTOMERS.
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