siem leadconf sf_pm_31052013
DESCRIPTION
Benefiting on giving greater control to the Customer Self-service in UtilityTRANSCRIPT
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
www.energagroup.com