Customer Service

Customer Service

Serving customers better

Increasing customer expectations and needs require proactive, customized and even predictive customer service levels. DEFG examines all facets of utility customer service operations to achieve operational efficiencies and strategic objectives. We work to leverage key transactions (budget billing and payment arrangements, for example) and process improvements for improved performance and greater customer engagement.

Our work

  • Utility Customer Research Consortium (UCRC). Managed by DEFG, the UCRC is a blue ribbon panel of executives working together to identify opportunities for improvement and innovation in customer service and care. Members represent large energy utilities and leading vendors from across North America. Through information sharing and collaborative research, the UCRC addresses customer-facing opportunities with an eye towards both the tactical and strategic. Read More >
  • Vision 2020. Working with senior executives from utilities and vendors, we are defining a vision for day-to-day customer interactions and transactions with the utility, customers and third-party service providers, illustrating the customer experience in 2020. Our analysis will show the energy market focused more on the increasing intersection between information and tools enabled by smart grid and everyday decisions. Read More >
  • Prepay Energy Working Group. Created in 2010 and managed by DEFG, this group has extensively researched both the opportunities and challenges presented by voluntary prepaid service offerings, with a focus on regulatory matters, consumer and market research, the operational requirements and the potential for an energy conservation impact. Read More >
  • “Day In the Life Of” Video (DILO). Portraying the projected customer experience in 2015 through six documentary-style vignettes, DILO visualizes the smart grid and various customer-utility interactions. Recognized with four Telly Awards, DILO has been a valuable tool for utilities across North America, engaging stakeholders in discussions around critical planning for financial, regulatory, technology and change-management challenges. Read More >