ENHANCING THE CUSTOMER EXPERIENCE THROUGH PERSONALIZED SOLUTIONS Electricity Distributors Association
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ENHANCING THE CUSTOMER EXPERIENCE THROUGH PERSONALIZED SOLUTIONS

London Hydro

  • 26 January 2024
  • Author: Sari Maritzer
  • Number of views: 309
  • 0 Comments
ENHANCING THE CUSTOMER EXPERIENCE THROUGH PERSONALIZED SOLUTIONS

As technology continues to revolutionize various industries, Canadian utilities are at a crucial crossroads. With the emergence of advanced digital tools, personalized solutions, and data-driven strategies, utilities have the opportunity to transform and enhance customer experiences. This shift towards digitalization and personalization not only improves operational efficiency but also fosters customer trust and satisfaction. 

Utilities can use customer data to build personalized processes and experiences that empower customers to manage their accounts, track their usage, and adapt to changing business functions.

London Hydro recently leveraged personalization to drive engagement with its price plan calculator after the Ontario Energy Board’s (OEB) increase in customer choice with the introduction of the new Ultra-Low Overnight (ULO) price plan.

CUSTOMER CHOICE

London Hydro was one of seven utilities to roll out the ULO price plan to customers on May 1st, 2023. The introduction of a third price plan, while increasing customer options, also presents the challenge of properly informing customers of the differences and benefits so they can make the best choice to meet their needs.

When OEB introduced Tiered pricing in 2020, London Hydro developed a single-click calculator that automatically compared the two available price plans based on customers’ personalized usage and provided end-to-end support through a self-service rate switch. This solution, available in London Hydro’s customer portal and mobile app, leverages Green Button Data to allow customers to compare and change price plans without manually entering any numbers.

The initial launch of London Hydro’s price plan calculator in 2020 saw 77 per cent of customers who switched plans used this self-service feature. Customer service representatives are able to view the calculator to help customers who don’t use London Hydro’s customer portal or mobile app.

 

Click here to read more about London Hydro’s article on personalized solutions they offer their customer in the winter issue of The Distributor.

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