EnergySavvy said National Grid is expanding its implementation of the company’s Utility Customer Experience (UCX) platform.
The AI-driven, end-to-end customer experience solution dramatically increased National Grid’s ability to align its low-income programs with customer needs, with initial pilots showing up to 120 percent higher enrollment in key programs.
In 2018, National Grid piloted EnergySavvy’s advanced UCX platform with 650,000 income-qualified electric and/or gas customers. Based on these positive results, the utility is expanding the customer experience solution to reach more than 2 million customers in Massachusetts and Rhode Island in April 2019, with additional expansions to other National Grid customers to follow in the summer. The new offering will incorporate energy efficiency, e-pay and e-bill options as well as low-income programs, additional advanced analytics and functionalities.
With EnergySavvy’s UCX platform, National Grid’s customer service representatives have immediate access to personalized recommendations for each customer (“˜Next Best Actions’), enabling the CSRs to quickly identify the best fit offers or programs in which a customer is not currently enrolled.
National Grid has many ways to serve their low-income customers–from fuel assistance to energy efficiency programs.
For the National Grid pilot, the EnergySavvy UCX platform used sophisticated data analytics to uncover new customer insights, and then provide personalized recommendations through both the call center and email communication channels. During the pilot, National Grid increased low-income program enrollments on average 53 percent in the treatment group, with some programs seeing an increase as high as 120 percent. Other treatment group impacts included an 11 percent reduction in contact center calls, a 16 percent increase in arrears collections and a 15 percent improvement in “˜trust’ scores among surveyed customers who went through the improved contact center experience.
With 40 million low-to-moderate households in the United States, these customers make up 10 to 30 percent of a typical utility’s customer base, making this a critical customer segment to reach.
EnergySavvy’s UCX platform goes beyond low-income customers, providing personalized experiences for all customer segments and all types of offers. It does this by unifying disparate data sources, applying artificial intelligence to generate insights and match messages and offers with each customer, and then enabling systematic delivery across multiple communication channels.