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Utilities increase Web-based offerings for customer self-service, according to new Chartwell report
ATLANTA - May 29, 2008 - More utilities are enticing customers to self-service transactions on the Internet by broadening their online services, Chartwell finds in its latest report, Web-based Customer Service in the Utility Industry 2008.
Utilities have expanded their Web-based menus to customers the past year. Six services – bill payment, bill presentment, eBill signup, view payment history, view energy usage and bank drafting signup – are available on Web sites at least 70% of organizations across North America.
Additionally, several services have seen tremendous growth in the past few years. Viewing payment history and energy usage have almost doubled in the past three years, while managing account information almost tripled. Chartwell finds the next set of online services utilities are looking to incorporate into their Web sites include outage checking and reporting. The report also looks at new and emerging online services.
“Utilities are catering to customers’ demands and are satisfying their own wishes of lowering costs with additional online services,” says Doris Yon, Chartwell’s Customer Care Series research analyst. “While utilities have made great strides in improving their online services, few organizations reap the benefits of fully automated processes. Most utilities still require back-end processing on many of their services.”
Web-based Customer Service in the Utility Industry 2008 is based on surveys from 46 North American utilities. It is a recurring report in Chartwell’s Customer Care Series, and the 124-page publication includes responses from all participating utilities and features analysis detailing issues such as:
- Current deployment stage of common Web-based services;
- Figures on customer adoption of certain services;
- Top services being offered, planned and considered;
- Automation and management strategies for various services;
- Electronic communication with customers; and more.
Web-based Customer Service in the Utility Industry 2008 is available to Chartwell Premier and Customer Care Series members; non-members may purchase the report for $995. For information regarding the Customer Care Research Series or Chartwell's Premier membership, contact Kristy Dickens at (404) 237-9099 or (800) 432-5879; or visit www.chartwellinc.com or Chartwell’s Energy Library at www.energylibrary.com.
ABOUT CHARTWELL INC.
Chartwell Inc. is a specialized information provider that facilitates knowledge exchange among utility professionals responsible for management practices and technology solutions. Chartwell publishes best practices case studies, quantitative research and electronic newsletters, and hosts conferences and other networking events.
Press Contact:Doris Yon
(404) 237-9099
dyon@chartwellinc.com
