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From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink traditional credit and collections approaches. This session explores data-driven segmentation, proactive customer engagement, payment pla...
How DTE Reduced Weather-Driven Call Volume with BillWise AI
(Complimentary Webinar) Join DTE and Convey partnered with Chartwell as they share how BillWise AI helped proactively address weather-driven bill fluctuations, deflect avoidable calls, and support ...
Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
Alabama Power’s Outage Alerts Program Leverages Technology for the Benefit of the Customer, 2021 Chartwell Award Winner
In 2019, Alabama Power employees designed, developed and deployed an application that integrates outage management system processes, customer communications and survey feedback into a one-stop solution designed to improve customer communications during power outages. The application, called Outage Alerts, provides customers with timely, accurate and personalized information about the status of their power outages – including the cause and the estimated time of repair (ETR).
This project is part of an ongoing effort to better serve customers and leverage technology to their satisfaction.
In this session, Alabama Power’s Outage Communications team, which won Chartwell’s 2021 Best Practices Bronze Award in Outage Communications for its enhancements, will discuss:
-How the company’s multifunctional team worked together to develop a process for gathering accurate information and relaying it effectively to customers.
-The internally built post-outage survey and analysis design and process.
-How Alabama Power employees helped ensure program success by participating in the pilot and providing feedback.
-The results of the enhancements, which include increased customer satisfaction and brand trust and reduced call volume.
Speakers:
–Julie McCormick, Information System Analyst, Alabama Power
