Every month, there is one bill that I never know how much it will be. I know when it arrives, and when it’s due, but each time I open that envelope there is a surprise waiting for me (and no, its not a blue box with a white bow that says Tiffany’s on it). Think less sparkly diamonds and more monthly energy bill.
Utility customers should not have to pull out a decoder ring to decipher their monthly energy bill. The DaVinci Code wasn’t about figuring out why your bill went up this month. That’s why this new era – the era where the case of the mystery energy bill is solved – is so important. Now, instead of guessing what their bill means, people want emails with personalized information, simplified usage messaging and easy-to-understand tools to help them manage their energy needs.
When Simple Energy partnered with a SDG&E and implemented an Energy Challenge with 50,000 residential customers, 80 percent of those surveyed found that the energy reports helped them to better understand their respective energy usage. Customers were engaged through email, web, and mobile-based technology channels. The personalized and frequent email communication had, on average, above a 31 percent average open rate!
Utilities, listen to your customer. Understand their needs and deliver. Provide the tools the customer needs to understand and meet their energy needs, and deliver those communications on the channels your customers are using. Over 40% of the weekly Energy Insights reports sent through Simple Energy programs are opened on mobile devices.
Caroline Winn, the VP of Customer Services and Chief Privacy Officer, San Diego Gas & Electric speaks to this exact topic here.
The Case of the Monthly Mystery Bill is solved. It’s up to the utilities to learn from it and for the customers to reap the energy-efficient benefits.