Products & Services

Time of Use Rates

Do Your Customers Understand Time-of-Use Rates?

Grid modernization and advanced metering infrastructure (AMI) are making the U.S. energy supply cleaner and more reliable. These efforts are now taking a huge step forward as more utilities prepare to roll out time-of-use (TOU) rate options.   The industry has been preparing for these initiatives for years. But are customers ready? It will be a …

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Smart Homes, Questline

Staying Competitive in the Smart Home Market

Staying Competitive in the Smart Home Market The smart home market is booming, reaching 40 percent of all U.S. households. By 2025, that number is expected to grow to nearly 60 percent. For energy utilities, this sought-after technology is an opportunity to reach customers in new ways, increase engagement and improve J.D. Power scores.   Unfortunately, …

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Complex Billing

Complexity in Billing Systems is About to Get Worse

Complexity in Billing Systems is About to Get Worse  The traditional CIS systems in the electricity and natural gas industries were never built to handle the complexities of the new technologies and evolving business models. As a result, in many utilities, complex billing is handled by dedicated, “special” billing departments–which is usually a busy team of people with hundreds of Excel …

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From a Reactive to a Proactive Customer Experience

As a marketer I have scratched my head and pondered the concept of creating an all-encompassing customer journey. I have never found an easy way of continually monitoring all customer interactions to address issues or make changes to customer information and preferences. Most businesses have disparate systems, reports with conflicting information that must be manually manipulated, and business siloes where each cross-functional group typically has differing goals and objectives. And if that doesn’t make things fuzzy enough, we now have multiple contact channels….

How Vendor Partners Can Help Utilities Pivot During Crises

One of the organizations that is part of the best practices, COVID-19 response story, is the utility arm of the City of Olathe, Kansas. When a concerning subset of the City’s nearly 47,000 residents started reporting job loss and their subsequent inability to pay their bills on time, the City was able to help customers quickly get back on track by collaborating with Level One, a Doxim company. Level One, headquartered in Pennsylvania, provides utility-specific billing and payment solutions, guiding utilities and other regulated companies toward successful customer engagement.

Utility 2030

Dispelling Innovation Risks for Utility Companies

Dispelling Innovation Risks for Utility Companies If utility companies are going to reach their objectives and goals over the next ten years and beyond, they need to embrace innovation. By definition, innovation is a new idea, method, or device –: NOVELTY (Merriam-Webster). When it comes to innovating at utility companies, there are two commonly held misconceptions: Inadequate …

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electric vehicle

What GM’s Big EV Announcement Means for Energy Utilities

What GM’s Big EV Announcement Means for Energy Utilities General Motors shocked both the auto industry and the energy industry last month with a major announcement that will drive the future of transportation: The automaker wants to end production of diesel- and gasoline-powered vehicles by 2035 and electrify its entire lineup of cars, trucks and SUVs.  The move will certainly shift EV …

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Communicating with Consumers About Green Initiatives in 2021

How utilities speak to customers about the impact of renewable energy will determine whether this change is viewed positively or negatively. Going green undoubtedly comes at a cost. Projections for infrastructure updates could add anywhere from $20 to $58 to monthly bills for residential and business customers. Effectively communicating rate increases to customers will be essential to get right.

The Regulated Utility: Emerging Business Models for Offering New Products, Programs & Services

Until recently, the traditional regulated #utility model for simultaneously collecting #revenue and keeping customers happy had been steady since the birth of the #grid. At the most basic level, a utility customer would use a particular amount of a commodity—#electricity, #gas, #water, and/or #wastewater services, receive a monthly bill based on usage and submit a payment. As long as the bill was correct, call center agents were available when it wasn’t, and service was uninterrupted, utilities didn’t have to fret over revenue or customers.