Self-service and MultiChannel Integration

1. 2014 Customer Service Benchmarking Data Review Conference Self-service and MultiChannel Integration May 14-16, 2014 Nashville, TN

2. Agenda • Guidelines Review • Key Measures • Anomalies, Issues, Outliers and Corrections • Next Steps

3. Customer Service Benchmark Study Organization • Field Service • Change of Account • Billing Field Orders (meter investigations) • Credit Field Orders • Order Management • Revenue Management • Credit Office and Outbound calls • Credit Field and Inbound Contact Policies • Revenue Protection: Office and Field • Customer Contact • Contact Center • Local Office • Self Service • Contractors • Credit Inbound calls • Back Office • Billing • Billing Field Policies • Payment Processing • Meter Reading • Manual • Mobile AMR • Fixed Network AMI CS Support and CS IT • Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact Resolution, Customer Experience • Areas excluded: • Energy Audit/Energy Efficiency Group • Meter Change-out • Account Executives

4. Self Service and Multi-Channel Background • As part of the core questionnaire, we want to survey Self-Service Channels and innovative ways companies and customers are interacting with one-another. • As companies evolve these solutions, greater levels of integration are required among and between key systems. • We are interested in investigating and understanding the integration between the CIS (Customer Information System) and self-service mechanisms (including both company generated and customer generated communications) These include: • IVR, Web and other self-service options or other newly expanding means such as social networking, use of SMS/Text, Mobile Apps etc. • Areas covered could include outage notifications, service appointments, collections, energy usage notifications, program enrollments, bill presentment etc.

5. Self Service Integration with the CIS • Self-service interaction: much of what we ask about in self-service includes IVR, Web, E-mail, Fax, Kiosk etc., and we add “social networking” and outbound/ informational communications that allow for self-service and customer information • Social networking/ Mobile: • Which sites are being used for what activities • Plans for expansion or addition, integration with other key systems • Impact on other channels • Costs associated (mainly in terms of staffing, technology) • Success stories • Mobile App development and uses • Outbound (proactive) contacts: build upon existing outbound data and information captured currently to understand: • What companies are doing to innovatively reach customers using outbound (calling, text, email programs, appointment scheduling/confirmation etc.) • CIS Integration: Some focus on how Line of Business applications (billing, trouble, knowledge databases etc) above are integrated with the CIS for better (effective, efficient, responsive) service delivery

6. 2014 Topic Areas for Self-Service and Multi-Channel Integration (section SS) • Self-Assessment (Self Service) • Self Service Tracking • Transaction Processing Capability • Social Media Usage • Customer Self-service Integration Efforts (Excluding Social Networking) • Outbound Service And Communications (Outage, Credit, Billing, Appointments) • Mobile applications

7. Self-Service 2nd Draft Self Service Integration Scan (Section SS) • Several companies are yet to enter any data

8. Anomalies, issues, outliers and Corrections Self Service and Channel Integration

9. SS.15 Transaction Processing CapabilityExample: How to Complete Completing SS.15- If the self service transaction is offered, “check”. If that same transaction can “complete without manual intervention”, also “check” For the transaction to be checked “complete without manual intervention, must also be offered Means--Yes, its offered in the web but requires manual intervention to complete Should be x x x x x x x x x

10. Usage AND PERFORMANCE INFORMATION TRACKED WHILE THE CUSTOMER IS IN THE IVR This type of data can be helpful in understanding how to address repeat calls, transfers, opt outs etc…

11. COUNTING TRANSACTIONS FOR PURPOSES OF MEASURING 'SELF-SERVICE It also helps us understand what companies consider “completed” transactions… Co. 20, 22, 24, 29, 30, 36 should look to complete this section

12. Issues found: Self Service and Multichannel

13. Status • Minutes from this meeting will be available by May 23. • Next Deadline is June 2. This draft will be your last chance to see how your data compares before the final report, so you need to have all of your data input and correct at this time. The final deadline is for ensuring all of your data is correct. • Your data coach will help you finalize your data. Based upon “completion reports” run on May 9.

14. Further Breakout… Self Service Multichannel Integration Based upon “completion reports” run on May 9.

15. Thank you for your Input and Participation! Your Presenters Ken Buckstaff Ken.Buckstaff@1QConsulting.com310-922-0783 Gene DimitrovGene.Dimitrov@1QConsulting.com 301-535-0590 Rob EarleRob.Earle@1QConsulting.com315-944-7610 Debi McLain Debi.McLain@1QConsulting.com760-272-7277 About 1QC First Quartile Consulting is a utility-focused consultancy providing a full range of consulting services including continuous process improvement, change management, benchmarking and more. You can count on a proven process that assesses and optimizes your resources, processes, leadership management and technology to align your business needs with your customer’s needs. Visit us at www.1stquartileconsulting.com | Follow our updates on LinkedIn Satellite Offices Corporate Offices California 400 Continental Blvd. Suite 600El Segundo, CA 90245(310) 426-2790 Maryland 3 Bethesda Metro Center Suite 700Bethesda, MD 20814 New York | Texas | Wyoming | Wisconsin