siem leadconf sf_pm_31052013

Piotr MERKEL Proxy, Special Projects

Benefiting on giving greater control to the Customer Self-service in Utility

Siemens Smart Grid Software Leadership Conference 2013 San Francisco, June 05, 2013

What is SMART ???

o Wolf

o Pig

o Owl

o Rat

o Dolphin

o Chimpanzee

o Killer Whale

o Crow

o …..

The smartest animal is….

2

Topics to be covered…

ENERGA Group

Direct Communication with Customer

Self-service Products

Numbers: Real Time Data

Cost reduction vs Customer satisfaction

Customer Engagement

Agenda

3

http://www.grupaenerga.pl 4

ENERGA Group

Revenues (mio EUR) – ca 3 000 [2012]

EBIDTA (mio EUR) – ca 400 [2012]

Employment (40+ companies) – ca 12,000 [2012]

Generation - 3% (in renewables – 35%)

Distribution - 25%

Retail – 16%

DISTRIBUTION

RETAIL

350,000 Businesses

CUSTOMER SERVICES

contact channels (direct, phone, mail, e-mail, www, mobile)

sales (Residential & SOHO)

contract management (Residential& SOHO)

billing & invoicing (all segments)

payments & debt collection (Residential& SOHO)

complaints handling (Residential& SOHO)

2.6 mio Residentials 5

6

CUSTOMER SERVICES

contact channels

sales

contract management

billing & invoicing

payments & debt collection

complaints handling

DISTRIBUTION

RETAIL

DIRECT communication

Traditional approach e-mail & www access

8

Available locally since 2008

Limited functionality

Static, one way communication

No interface with billing

Mailbox (quasi – automated) =>

processed on the standard basis

„Message clipboard”

Customer eServices 1.0

Launched 2012

Improved GUI & Functions

2 way communication interface with billing

Fully automated:

no human involvement required

Active content management

Notification set-up: Events & Channels

Operating on various platforms & systems

Personal Account web/mobile application

9

Customer eServices 2.0

Contract; User & Meter ID

Account Balance

Invoice preview / look-up

Monthly usage (graph)

Products

Notification Settings

Contact Info & Map

Personal Account: Features Available

10

PRODUCTS

No Risk (pre-paid)

• Account activated

• Purchase / Amount

• Usage

• Info on Balance

• Client’s decision/ contract

• Meter installation

12

Introduced as a „Product” in 2010

A different contract required

Installation fee (ca 100 EUR/ 48 install.)

Meter to be installed (replaced)

No monthly bill / invoice

Payments available through

phone / www/ POS network

Avrg # trans. 100,000/month

Facts & Figures

Actual Reading (self service)

• Input the Reading

• Invoice / Amount to pay

• Payment

• Transaction clearing

• Usage graph

• Set-up the AR Option

13

Introduced 2012

No hardware replacement and/or

adjustment required

Terms of Use to be confirmed & agreed

(incl. Monthly clearance, No-debt, etc.)

Opt out

Notifications set up – different options on

events & channels (SMS, e-mail)

Pay-by-link (option)

150,000 active users

Facts & Figures

STATISTICS

Personal Account: Unique Users

15

Total number of users reaches

10% of the portfolio

Personal Account: Mobile

16

Mobile application is far less popular,

still 5,000 users is a NUMBER

Personal Account: Visits

17

Internet stands now for

over 50% of total contacts served

Actual Reading: # of transactions

18

150K of active users

No Risk: # of transactions

19

Ca 2 mio EUR per month

BENEFITS

Customer Satisfaction

Cost of Service

21

The Real Challenge in Customer Service

How to Ballance Cost vs. QoS

?

Contact Contract

Complaint

Billing

Invoicing

Correction

Transaction

Recovery

F2F @ 10.0 EUR

S-S @ 0.1 EUR

P2P @ 2.0 EUR

Recov @ 1.0 EUR/pa

Inv @ 2.0 EUR/pa

# Corr (meter) : 350,000 pa

# P2P: 1.5 mio pa

# F2Fs: 0.5 mio pa

# Complaints: 60,000 pa

Corr @ 5.0 EUR

# S-S: 3.0 mio pa

22

Really BIG numbers

10% Customer Base => 250,000 Customers

# Contacts handled pa: 0.5 mio F2F vs 1.5 mio P2P vs 3.0 mio S-S

Total cost of Invoicing (print & mail) ca 5 mio EUR pa

Total cost of Corrections ca 2 mio EUR pa

Total cost of Recovery ca 2.5 mio EUR pa

!

$

ENGAGEMENT

Action Data Context Choice Reaction

A feedback loop to control human behaviour

involves four distinct stages:

1. Evidence. A behaviour must be measured, captured,

and data stored.

2. Relevance. The information must be relayed to the individual,

not in the raw-data form in which it was captured but in a context

that makes it emotionally resonant.

3. Consequence. The information must illuminate one or more

paths ahead.

4. Action. There must be a clear moment when the individual can

recalibrate a behavior, make a choice, and act.

Then that action is measured, and the feedback loop can run

once more, every action stimulating new behaviors that inch the

individual closer to their goals.

24

How much Control do They need ?

Shall we provide Data or Information ?

!

25

Be simple, please …

$ Spent $ Earned

ONE MORE THING …

SMART BALLANCE

http://www.therichest.org/animals/the-top-10-smartest-animals-in-the-world/

1. Orangutan

2. Bottlenose Dolphin

3. Chimpanzee

4. Elephant

5. Crow

6. Grey African parrot

7. Pig

8. Rat

9. Squriell

10. Raccoon

28

Well, one doesn’t

need SMART Grid to

offer

SMART Products

Piotr Merkel

Proxy, Special Projects

ENERGA Obsługa i Sprzedaż Sp. z o.o.

ul. Grunwaldzka 472 80 -

-309 Gdańsk, Poland

M +48 501 250 867

piotr.merkel@energa.pl

www.energagroup.com