Leveraging Automation and Personalization for Customer Rate Plan Choice

In June 2020, the Ontario government introduced the option for residential and small business customers to choose from one of two regulated price plans. With a very short implementation timeline, Hydro Ottawa delivered a solution to allow existing and new customers to choose the rate plan best suited to their needs, because “power is personal.” 
During this presentation, learn how Hydro Ottawa implemented an automated, self-serve solution while adhering to regulatory requirements and enhancing the customer experience through the release of a personalized online rate plan comparison tool. 


Speaker: Seb Oran

Director Customer Service, Hydro Ottawa 

Seb leads a passionate Customer Service team focused on efficiency and effortless customer experiences. Prior to joining Hydro Ottawa, Seb held a variety of management roles across multiple disciplines and industries including transportation, high-tech, global supply chain and content delivery solutions.