Customer service and marketing award winners and runners up featured in new report

Atlanta, GA, Nov. 26, 2008 — A new report available from Chartwell, “The Best of Customer Service and Marketing 2008,” offers details on the programs named as award winners and runners-up for their “extraordinary customer relations efforts.”

Phoenix-based Salt River Project (SRP) won in the customer service category and Progress Energy of Raleigh, NC, was named the marketing winner by a panel of Chartwell research analysts who cover customer relations in the utility industry. The report’s case studies on their efforts are based on award entry materials and interviews with program leaders.

Progress Energy was recognized for its Product Expansion Program (PEP). The campaign is a sales-based program where call center agents use customer information to promote revenue-generating or cost-reducing energy efficient products on all applicable calls. Additionally, Progress Energy promotes these products without increasing average call handle time. PEP generated more than $1.5 million of non-regulated annualized revenue in 2007.

SRP was honored for its smart meter initiatives. The utility has installed more than 283,000 smart meters as of May 2008 under its advanced metering infrastructure (AMI) initiative. Participation in time-of-use (TOU) rates is 20 percent higher among customers with smart meters. SRP also is receiving high customer satisfaction marks with M-Power, a pre-pay program that has evolved over the years into a vital part of SRP’s smart metering program. M-Power customers have reduced energy consumption by an average of 12 percent, while SRP has collected $20 million of outstanding bad debt.

The runners-up featured in “The Best of Customer Service and Marketing 2008” report include: Alliant Energy’s Instant Payment Options; Florida Power & Light’s ASSIST Web portal; SCE&G WebPledge portal; Commonwealth Edison Energy Doctor; SRP Annual Account Summary; and Toronto Hydro-Electric System Summer Challenge for Business.

The award winners and runners up were announced in October during EMACS 2008 The Customer Experience Conference.

The entries were judged by Chartwell researchers who are subject matter experts in the areas under consideration. There were 35 entries from North American utilities for consideration in 2008 — 16 in marketing and 19 in customer service.

The Best of Customer Service and Marketing 2008 is available at Chartwell’s website.

Want to stay Current? Listen to Currents: The Energy News Podcast brought to you by Utility Automation & Engineering T&D and Electric Light & Power online. For a list of all available episodes, click here and start listening today. And for more news and exclusive features from Utility Automation & Engineering T&D and Electric Light & Power online, please click here.

Author

  • The Clarion Energy Content Team is made up of editors from various publications, including POWERGRID International, Power Engineering, Renewable Energy World, Hydro Review, Smart Energy International, and Power Engineering International. Contact the content lead for this publication at Jennifer.Runyon@ClarionEvents.com.

Previous articleFERC issues four reliability orders to strengthen grid
Next articlePOWERGRID_INTERNATIONAL Volume 13 Issue 12
The Clarion Energy Content Team is made up of editors from various publications, including POWERGRID International, Power Engineering, Renewable Energy World, Hydro Review, Smart Energy International, and Power Engineering International. Contact the content lead for this publication at Jennifer.Runyon@ClarionEvents.com.

No posts to display