Simplifying the start-service customer experience

By Rachael Harper, Research Manager –

Customers increasingly expect self-service capabilities that are intuitive and allow them to successfully and conveniently complete transactions within their utilities.

Utilizing self-service for start-service transactions benefits customers and power providers, allowing utilities to collect necessary information and enabling customers to establish communication preferences.

Start-service transactions are also the perfect opportunity to inform customers of different programs/services/rates, billing and payment arrangements and ways to receive outage information.

Chartwell’s newest report, Simplifying Start Service, available to members only, showcases the importance of providing an efficient, easy-to-use digital experience as an essential component of any customer experience strategy. This report also includes examples from several utilities who have made great strides in improving their self-serve and start service experience.

Key Takeaways

• Improving self-service options increases operational efficiency.

• Improving website functionality makes it easier to do business online.

• Improving the mobile experience leads to higher customer satisfaction.

• Address validation and collecting correct contact information are challenges utilities must overcome to improve the start-service process.

If you are interested in learning about Chartwell Premier membership, please contact Tim Herrick, Chartwell’s Director of Sales and Member Services.