News

12/02/10	Hydro Ottawa wins Chartwell's 2010 Outage Communications Award ATLANTA - Dec. 2, 2010 - Chartwell Inc. has selected Hydro Ottawa to receive the 2010 Best Practices Award in Outage Communications for new initiatives the utility launched last year ... [view full story]
11/09/10	PECO Energy, DTE Energy win Chartwell Best Practices awards; Chartwell announces ATLANTA - Nov. 9, 2010 - A comprehensive energy efficiency campaign and a state-of-the-art utility website garnered top honors during Chartwell Inc.'s annual Best Practices in Marketing and Customer Service ... [view full story]
10/07/10	Utilities mapping strategies to embrace more electric vehicles on the roads, new Chartwell report shows An increasing number of North American utilities are implementing or considering programs to prepare for the inevitable rise in electric vehicle use, new Chartwell survey data reveals. Utilities have discovered they ... [view full story]
08/18/10	More utilities implementing meter data management systems, Chartwell report finds ATLANTA - Aug. 18, 2010 - More North American utilities are investing in meter data management systems (MDMS) to improve the functionality of their advanced metering infrastructure (AMI), according to ... [view full story]
08/12/10	The convergence of technology with customer service and programs to highlight 2010 EMACS agenda ATLANTA - Aug. 12, 2010 - Smart technologies from mobile phones to appliances and advanced meters are changing the way utilities communicate with their customers. EMACS 2010 - The Customer ... [view full story]
08/04/10	Initiatives to lower contact center costs successful, latest Chartwell report finds ATLANTA - Aug. 4, 2010 - While overall costs in a utility's contact center continue to rise, energy providers have found success in lowering expenses, particularly with cost per call, ... [view full story]
08/02/10	Chartwell Award to recognize excellence in outage communications at 2010 Summit ATLANTA - Aug. 2, 2010 - Chartwell will recognize utilities' achievements in providing customers with better information during power outages with its third annual Best Practices Award for Outage Communications. ... [view full story]
07/22/10	Utilities tighten credit and collection practices as write offs have trended upward, Chartwell reports ATLANTA, July 22, 2010 - Many North American utilities have employed a variety of tactics to offset revenue losses brought on by a continuing economic slump, from automated notifications of ... [view full story]
06/10/10	Utilities explore various options in customer communication ATLANTA - June 10, 2010 - More utilities have more options than ever, including emerging channels, when deploying a proactive customer communication strategy, Chartwell finds in a recently published report. ... [view full story]
06/02/10	SDG&E to be host utility for EMACS - The Customer Experience Conference ATLANTA - June 2, 2010 - Chartwell is pleased to announce that San Diego Gas & Electric (SDG&E) will serve as host utility for EMACS 2010 - The Customer Experience ... [view full story]
06/01/10	Online tools replacing in-home energy audits for utilities, new Chartwell report reveals Chartwell's latest report, Energy Audits for Mass Market Customers, found that, contrary to prior years, more utilities offered online audits than in-home audits. Chartwell also found that participation rates in ... [view full story]
05/26/10	Chartwell introduces new Premier Members' Symposium ATLANTA - May 26, 2010 - Chartwell analysts will discuss industry trends, exclusive research findings and exchange ideas during the first-ever Premier Members' Symposium, Chartwell announced today ... [view full story]
05/12/10	Chartwell announces solicitations for 7th annual Best Practices Awards ATLANTA - May 12, 2010 - Chartwell Inc., the leading customer-focused research and information firm for utilities, has begun accepting solicitations for its 2010 Chartwell's Best Practices in Marketing and ... [view full story]
05/12/10	Natural gas utilities appealing to customers' need for comfort through energy efficiency, new Chartwell report reveals ATLANTA - May 12, 2010 - Twelve percent of gas or gas/electric combination utilities now operate under decoupled rates, according to Chartwell utility industry research; but with or without decoupling, ... [view full story]
04/28/10	Professional futurist to deliver keynote address at EMACS 2010 The utility industry is changing. From new technologies, new demands on personnel and emerging customer communication channels, transformation is at hand ... [view full story]
04/22/10	New blog will highlight Chartwell insights and analysis of industry news and trends Atlanta - April 22, 2010 - Chartwell announced today the release of a new blog, Chartwell's Industry Update, which will give readers a new perspective on customer-facing issues and trends ... [view full story]
04/22/10	New blog will highlight Chartwell insights and analysis of industry news and trends ATLANTA - April 22, 2010 - Chartwell announced today the release of a new blog, Chartwell's Industry Update, which will give readers a new perspective on customer-facing issues and trends ... [view full story]
03/11/10	Latest Web and mobile offerings, industry trends highlight Chartwell Summit ATLANTA - March 11, 2010 - Conventional Internet, smart phones with mobile Web capabilities and fast-growing text messaging services are facilitating a new era in customer communications, highlighted by social ... [view full story]
03/09/10	Utilities achieving higher customer satisfaction through FCR, according to new Chartwell report ATLANTA - March 9, 2010 - Measuring first-contact resolution (FCR) has led to higher customer satisfaction scores and fewer incoming calls, Chartwell finds it its latest report, First-Contact Resolution in ... [view full story]
03/03/10	Smart Grid Customer Education Award to shed light on emerging issue Many utilities realize that they are going to have to find ways to educate their customers about their smart grid initiatives to maximize buy-in and mitigate misinformation, especially when it ... [view full story]
03/03/10	Impressive lineup will discuss how to educate and engage customers on smart grid applications during upcoming Chartwell summit ATLANTA - March 3, 2010 - With a focus on customer education, Chartwell announces its 2010 smart grid summit will feature an impressive array of utilities boasting early experience in ... [view full story]
02/08/10	Utilities must adopt a long-term view with their social media strategies, Chartwell reports North American utilities remain highly interested in using social media as a communications tool with customers about such issues as energy conservation and power outagerestoration. Utilities must manage their expectations, ... [view full story]
01/13/10	A tough economy and an emphasis on better service have pushed utility call center metrics to record levels, Chartwell reports ATLANTA - Jan. 13, 2010 - Utility customer service representatives are spending more time on the phone with customers, and that is leading to increases in other metrics, including hold ... [view full story]
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