DTE Customer Experience Carmen Welch Director, Customer Experience July 28, 2016
Who is DTE Energy? • DTE Energy is a diversified energy company involved in the development and management of energy-related businesses nationwide • Headquartered in Michigan, with operations in 24 states and 10,000 employees States with DTE Energy operations • Operates regulated utility companies that provide electric and/or gas services to more than 3 million residential, business and industrial customers throughout Michigan DTE Electric • One of only 20 companies whose stock DTE Gas has traded on the NYSE for over 100 HQ years 2
DTE Energy currently offers several channels for customers to interact with us and conduct business Customer Service IVR (Interactive Website Kiosk Mobile App Representative Voice Response) • Able to handle any • Handles payment, • Redesigned • Handles payment • Handles transaction billing, move-out, website launched transactions payment, billing customers need to and outage in October 2015 and outage • Provides ability to complete transactions transactions • Handles payment, make payments • Currently hiring • Multi-year project is • billing, move- with cash at Mobile App additional underway to in/move-out, and locations ranked #3 by representatives upgrade our IVR outage convenient for J.D. Power transactions customers among utilities* 29% 26% 37% 1% 7% 1% Interactions Interactions Interactions Interactions Interactions 1. * 2015 Utility Website Evaluation Study. App ranking among those with sample size of 30 or more. 3
In the past 4 years, DTE Energy’s focus has changed from providing good customer service to offering an excellent customer experience Customer Service Customer Experience Outage Launched New Improved Mobile App Mobile Tracker DTE Website Website & App App Introduced DTE Insight App Responsive redesign of DTE website to enhance experience and mobile friendly Increased functionality of mobile app Introduced New DTE Insight app leveraging AMI capability to allow customers to track and monitor home energy usage Call Handling Mix DTE 2014 2017 Vendor Increased adoption of self-service channels 400K 600K 21M YTD YTD YTD Insourcing calls to improve call quality Introduction of a robust outbound communication Channel 4
Customers are driving the demand for the migration from a multi-channel to an omni-channel customer experience 5
In order to meet our customers’ needs and provide a stellar experience, we are working on plans to migrate from Multi-Channel to Omni-Channel Multi-Channel Omni-Channel Customers are able to contact us Customers are able to contact us using any of our channels and using multiple channels then switch channels while retaining past history and context CSR IVR Customer Customer Kiosk Mobile App IVR CSR Web Kiosk Mobile Web App 6
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