Mass Customized Messaging
The traditional topics utilities communicate with their customers regarding are fairly limited–billing, quality, programs, outages– and they don’t capture the full breadth of the customer lifecycle thus leaving out many chances for the utility to positively engage customers on a range of other topics. There are a wide variety of other key moments, watershed moments, that are opportunities for utilities to communicate with their customers. How can utilities do so in a broad, customized, and predictive manner in order to yield benefits to customers and utilities alike? By leveraging modern, digital technologies to formulate a balanced portfolio of communications. A few examples of these opportunities are below.
Build a path to advanced metering infrastructure
Utilities are increasingly evaluating new advanced metering technologies to reduce non-revenue water, drive down the operational costs of data collection, and gain greater visibility into meter asset health. Yet, deploying AMI systems is a costly and sometimes controversial endeavor. This is when utilities should look to customer engagement platforms to ease the transition with targeted communications that prepare customers for the upcoming change. WaterSmart empowers utilities to segment customers into deployment regions, helping to target communications and educate customers about any disruptions in service and billing changes as they come about.
Ease the pain of rate increases
Generating stable revenues is essential for every water utility, and rate increases are often necessary to improve the financial health of the utility. Unfortunately, these increases can attract significant public scrutiny and can derail implementation, further eroding financial health. Crafting effective and targeted messages to customers can play a pivotal role in smoothing over these changes with customers. Listen in to this WaterSide Chat with industry experts identifying the most persuasive communication methods utilities have successfully used to gain support for rate increases.
Build excitement for your community events
If utilities depend on bill inserts to carry their messages they are often limited by the nature of the billing schedule. Getting content out to customers in a timely fashion can become problematic. This can be incredibly frustrating when your utility has spent time and money putting together a thoughtful community event and you can’t stimulate interest. If a tree falls in the woods and no one hears it, did it really fall? The same goes for an event. If a utility plans rain barrel training and no one knows about it, did it even happen?