Room 131 A
April 9, 2019 | 8:00 AM - 3:00 PM
7:00 AM - 8:00 AM
7:30 AM - 8:00 AM
8:00 AM - 8:30 AM
Welcome / Introduction to Digital Customer Engagement Synergy Group
Sandra Broughton, Dir, Customer Ops Support, Southern Company Gas
8:30 AM – 9:15 AM
Voice for Utilities
Speaker: Fei Wang, Sr Research Analyst, Wood Mackenzie Power & Renewables
Speakers: Letitia Cisco-Smith, Project Mgr, Fayetteville Public Works Commission
Ram Kasarla, President, Mileston Utility Services & Paul Rao, Industry Expert
After a successful launch of Fayetteville Public Works Commission’s (FPWC) new customer self-service portal in October 2018, the utility identified proven methodologies to deliver the “3 E’s” known as customer Education, Engagement, and Empowerment. FPWC teamed up with Milestone Utility Services to offer digital billing & payment, notifications, usage insights, and more via Milestone ePortal, a leading utility customer portal. The utility has seen improvements in program participation for Time-of-Use, Community Solar, Choose-Your-Own-Due-Date, and Rebate initiatives. By embracing the digital transformation and multi-channel preferences of their 120,000 electric / water customers, FPWC met several project goals within only six months following go-live. In this session, we’ll cover: 1.) tips to gain more operational benefits available with digital self-service; 2.) ways to give customers more choices to gain their trust and therefore program participation; 3.) lessons learned when implementing a new customer self-service portal.
Speaker: Kent Walter, Mgr, Resource Operations & Trading, Arizona Public Service
1:00 PM – 2:30 PM
Open Forum Discussion
Attendees, this is a great opportunity to bring Hot Topics and Top of Mind issues to discuss with peers in your industry with similar interest and challenges.
2:30 PM - 3:00 PM
We will close with a review of today’s session and completion of surveys.
If you have a Synergy Group question, please contact: