Community Engagement: Flipping the Customer Service Model

Transcription

1 Community Engagement: Flipping the Customer Service Model PRESENTED BY: Jesse Hernandez Director of Community Programs May 2, 2018

2 ROADMAP FOR THIS PRESENTATION Background information History CPS Energy Today Contrasting Traditional vs. Flipped Customer Service Model Customers Have Changed Their Expectations Steps we took to further define our customers needs Our Solution was to create a Community & Key Accounts Engagement Group Scenarios 2

3 3 EARLY HISTORY We are Texas oldest utility company Originated gas system in 1860 CPS Energy began as San Antonio Public Service Co. (SAPSCo) in 1917 Owned by American Light and Traction Co. Ran city s power plants, gas network and streetcar lines Purchased by City of San Antonio (COSA) in 1942 $34 million sale price/ financed by revenue bonds Sold transportation division Became City Public Service Board of San Antonio Renamed CPS Energy in 2003

4 CPS ENERGY TODAY #1 Largest municipallyowned electric & gas utility in U.S. $11B $2.5B 786K 339K 805k 344k $11B in assets, $2.5B in annual revenue Electric and Gas Customers AA+ AA+ #1 Premier credit rating Solar Power production in Texas; Seventh in the nation New Energy Economy (NEE) Partnerships $1.4B Economic Impact Annual economic impact to San Antonio community >800 Jobs More than 800 new jobs committed to San Antonio by our NEE partners. 4

5 STRONG COMMUNITY PARTNERSHIPS 5

6 TRADITIONAL UTILITY MODEL: D R I V E N BY E N E R GY G E N E R AT I O N GENERATION OF ENERGY ELECTRIC POWER DISTRIBUTION (GRID) DELIVER POWER TO CUSTOMERS ENERGY GENERATION: The Historic Value Driver 6

7 T H E B U S I N E S S E N V I R O N M E N T H A S C H A N G E D : C U S T O M E R S H A V E R E S H A P E D T H E I R N E E D S & E X P E C T A T I O N S GENERATION of ENERGY ELECTRIC POWER DISTRIBUTION (GRID) POWER DELIVER EXPECTATIONS CUSTOMERS: Drive Present Day Values 7

8 HOW DID WE FURTHER DEFINE OUR PRESENT DAY CUSTOMERS NEEDS? Conducted Focus Groups Products Created Gap Analysis Service Designed Strategy Satisfaction 8

9 CONDUCTED FOCUS GROUPS Internal Focus Groups Customer Focus Groups 9

10 CREATED GAP ANALYSIS Evaluated all feedback Identified opportunities Documented gaps 10

11 STRATEGY: FLIPPING OUR CUSTOMER SERVICE MODEL Simple Convenient Accessible Mobile Empathetic Immediate Employees are Empowered 11

12 CREATION OF COMMUNITY & KEY ACCOUNTS ENGAGEMENT GROUP Focus on lowincome or disadvantaged customers Increased savings by enrolling qualified customers into CPS Energy programs Go to the Customers and Engage Them! Highly Visible and Empowered Mobile Team providing an enhanced customer service experience Provide grass-roots presence for public safety education and energy conservation tips 12

13 OUR SOLUTION: COMMUNITY & KEY ACCOUNT ENGAGEMENT Community Engagement Weatherization Outreach/Mobile Support Center Customer Response Unit Account Management Executive Account Management (EAM) Key Account Management (KAM) 13

14 WEATHERIZATION Weatherization Measures Attic Insulation Wall Insulation Air infiltration Control Solar Screens Water Heater Insulation Smoke and CO2 Detectors Furnace Completed over 20,000 Homes Saving over 90MW in demand 14

15 CUSTOMER OUTREACH Increased awareness of and access to our programs Implemented innovative outreach opportunities (i.e. Loncheras ) Continuous process improvements have led to: Increased program awareness More consistent process improvement 15

16 OUTREACH STRATEGIES Streamlined reply post-card Provided online application Created testimonials Customer Testimonial 16

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18 UNIQUE ENGAGEMENT OPPORTUNITIES Our customer outreach methods go beyond the traditional. This year we partnered with the San Antonio Stock Show & Rodeo to share customer programs, energy conservation and public safety information. It was a great success! SA Rodeo Highlight 18

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20 MOBILE SUPPORT CENTER (MSC) 20

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22 MSC: POST HARVEY SUPPORT Post-Harvey Deployed MSC to Victoria, TX to support EDS in Harvey restoration efforts Sent MSC to Rockport, TX to support telecom and IT infrastructure restoration 19

23 CUSTOMER RESPONSE UNIT (CRU) 20

24 CRU CASE MANAGED APPROACH TO CUSTOMER ENGAGEMENTS Scenario #1 Instrumental in truly improving the lives of the people we serve Customer Issue: Elderly customer with a high bill complaint Support Provided: utility assistance, HVAC repair, box fans Agencies Involved: AACOG, Alamo Area on Aging Outcome: Customer received HVAC repair assistance reducing her billing to a manageable level. 21

25 CRU CASE MANAGED APPROACH SCENARIO #2 Customer Issue: Single mom (3 children) who lost her job; can t pay bill Support Provided: utility assistance, food, clothing and medication Agencies Involved: City of San Antonio, SA Food Bank and Catholic Charities Outcome: Customer was able to maintain her residence and provide for her family 22

26 CRU CASE MANAGED APPROACH SCENARIO #3 Customer Issue: Neighbor found customer w/o all utilities and no food during peak season Support Provided: utility assistance and food Agencies Involved: Bexar County, SA Food Bank, SAWS & AACOG Outcome: Customer was able to get electric and water service restored and was enrolled in Home Crisis Program to help him maintain his residence. 23

27 CRU EXTENDED OUTAGE SUPPORT 24

28 CRU IMPACT "Y'ALL ARE GREAT! I am so glad that I was able to get through to somebody that could really help me, especially on my side of town were the help is desperately needed. Customer Annabelle Garcia [CRU & D8] Together as one taking care of our city. Office Staffer 25

29 EXECUTIVE ACCOUNT MANAGEMENT Created to enhance our Large Commercial and Industrial customer experience Addresses critical concerns Fosters long term relationships Enriches our customer s experience Contributes to economic growth 26

30 EXECUTIVE ACCOUNT MANAGEMENT SCENARIO Customer Issue: Construction delays put opening of new distribution center in jeopardy Support Provided: Executive project management & escalation to resolve customer issue Outcome: Customer was able to have opening of new distribution center in time for USDA inspection. 27

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32 COMMITTED TO SERVING OUR COMMUNITY CPS Energy celebrated 75 years of ownership by the City of San Antonio. These innovative community initiatives build on our promise to be actively engaged with our customers while being accessible and mobile in the community 29

33 Questions/Suggestions? Jesse Hernandez CPS Energy (210) office 30

34 Thank You