Innovation in Digital Customer Engagement
Awards are presented to one large and one small utility that have developed an innovative, high-tech or technologically complex approach to improving customer service in the meter-to-cash customer experience lifecycle. Innovative approaches, which utilize state-of-the-art applications, specialized solutions and automated/integrated system approaches to engage customers and/or solve operational issues, may apply to any aspect of the customer relationship or to the methods to improve existing Legacy Systems supporting customer service.
Nominated projects will be evaluated based upon the following bullets which are offered as examples only and are not all-inclusive:
- Improved service levels;
- Improvements to customer service; and
- Cost/benefit analysis.
The Innovation in Digital Customer Engagement category will have two awards based on the Class (size of the utility): Level I and Level II. Level I will be utilities with gross revenues in excess of $500 million. Level II will be utilities with less than $500 million in gross revenues.
All utility companies including gas, electric, water, wastewater, sanitation and retail electric/gas are eligible to participate in the Expanding Excellence Awards program.