San Antonio is such a beautiful city with the popular River Walk, fantastic restaurants and brilliant blue skies. It was also the host city of this year’s annual CS Week conference held in early May. I had the chance to meet many of the 1500 Utility customer service professionals and hear both the challenges as well as opportunities that keep them up at night.
Watch the video about my insights and read more details below:
Many best practices were shared from SAP customers such as Atmos Energy which won the 2014 Excellence Award for Best CIS Implementation of a tier 1 Utility. They cut average customer handling call time by an average of 90 seconds! See more details here about Atmos Energy on YouTube
Other Utilities shared best practices around improving customer experience and how to get customers to engage in demand response and social media programs to become part of the Utility infrastructure. Centerpoint Energy provided documented savings from their advanced meter implementation where the average cost of move in / move out scenarios dropped from around $90 to under $1 per event. See more about Smart meter benefits - YouTube
SAP provided demonstrations of our new Cloud for Customer solution which was well received by many Utility professionals looking to improve the key account process for customer engagement. You can learn more about SAP Cloud for Customer on YouTube
I will continue to share stories and best practices as we work to make every Utility a best run business!
Thank you,
Henry