Best Practices – Program Marketing – Increasing Self-Service Transactions – Hydro-Québec – 2017

In recent years, Hydro-Québec has received more than 850,000 change of address requests annually, resulting in high call volume during the summer months. In April 2016, the utility created a new strategy and an accompanying ad campaign to encourage customers to use its self-service portal for address changes. Through marketing and the elimination of fees for the service if conducted online, Hydro-Québec successfully increased its web channel penetration for online address changes by 62% over the course of a year. Hydro-Québec took home Chartwell’s 2017 Bronze Award in Program Marketing for the effort.