Having a robust Web site is an expectation many customers are starting to have with the services provided by their utility. More customers are becoming more tech savvy and willing to conduct transactions in a self-service manner at their convenience. Investing in your online offerings is another way to increase customer satisfaction and lower costs, achieving two sought-after goals for many utilities.

While bill presentment and payment is one of the top reasons for customers to visit your Web site, offering an engaging and interactive atmosphere will encourage them to stay. Potentially, this could result in another transaction taken care of in a self-service manner, thus deflecting costs and calls away from your contact center.

In Chartwell’s Webinar on Web Services: Increasing Adoption presenting utilities will share services they have launched to keep customers engaged with their online offerings. Presenters also will offer successful methods in attracting customers to these lower-cost channels. Potential topics to be discussed include:

• interactive services to attract customers;
• marketing and advertising tactics;
• back-end resources to invest;
• designing an engaging environment; and
• impacts on customer satisfaction.

Presenters
Donald Case, Web Manager, aps.com, Arizona Public Service
Donald has more than 12 years experience in marketing and Web site management. He joined APS in 2007 to manage the development of and long-term strategy for the company's Web site, aps.com. His previous experience in consumer-focused entertainment, legal, and real estate software has enabled him to take a customer-centric mindset in the direction of aps.com. He is also involved in APS' renewable efforts and the company's overall social media strategy.

Sharon Geib, Manager, Web Strategy and Development, National Grid

Nakeeah Bartelle Garland, Senior Analyst, SCANA Corporation
Nakeeah is a Senior Analyst in SCANA Corporation’s Business Systems Management group. For the past four years, Nakeeah has led Web, Customer Information System, and Outage projects for SCANA’s three major subsidiaries including South Carolina Electric & Gas Company (SCE&G). Prior to joining SCANA, Nakeeah worked for such Fortune 500 companies as NCR Corporation, General Motors, and Proctor & Gamble in information technology and analyst roles.

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