US energy company CenterPoint Energy has formed a partnership with IBM in an effort to enhance customer engagement and customer experience.
Coming as part of a new Customer Vision Platform, IBM are responsible for developing the platform and handling the vast amounts of customer data to ensure that every customer gets the information the need, when they need it.
This new platform will streamline customer interaction with CenterPoint Energy across their natural gas distribution, electric transmission and distribution and Home Service Plus businesses.
It means that they can effectively inform their customers about outages and service changes, as well as ease in communications with general issues such as performing transactions and switchovers.
Customer Vision Platform allows for CenterPoint's customers to decide how they want to be contacted, be it by phone, the online portal, email or a text. This means that customers aren't hassled by being contacted in ways they don't want.
“Our goal is to provide an exceptional customer experience by taking full advantage of our technology platforms across our businesses,” said CenterPoint Energy's VP of customer services Gregg Knight. “The Customer Vision Platform will provide the insight we need to focus on the total customer experience to make it more convenient to do business with us and to provide even more valued services.”
“By creating an integrated, interactive platform, CenterPoint Energy will have more precision and insight to improve service quality levels and drive business growth,” said IBM VP for Global Energy & Utilities Industry Leader Michael Valocchi. “Meanwhile, for it’s five million metered customers, they will reap the benefits of a personalized and consistent experience – communication at a time and in a way they request.”
Do you think that the arrival of CenterPoint's Customer Vision Platform is what customers want from their energy supplier?
Is it the right way for a company to utilise all the customer data they collect?
Leave a comment below to let us know what you think.
Enhancing the customer experience and ensuring your brand engages with them is a key issue at this years Loyalty World Mexico 2013 and will be a key talking area in Europe's Customer Festival too. The hot topic of figuring out how to utilise customer data properly forms an integral part to Big Data World Mexico too.