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Web-based Customer Service in the Utility Industry 2006

Online customer services becoming increasingly common in utility industry

ATLANTA – October 13, 2006 – The number of online services offered by utilities continues to grow, but customers are still not moving to Web-based customer care en masse. However, many utilities continue to be proactive by implementing features designed to gradually attract customers, according to Chartwell’s latest report, Web-based Customer Service in the Utility Industry 2006.

Survey data of 21 utilities also reveals that most are offering customers the ability to conduct self-service transactions such as sign up for service/discontinue or transfer service or manage account information online. As predicted by Chartwell researchers, the number of customers paying bills online appears to be experiencing slow but steady growth.

According to a survey of 21 respondents, most utilities do not appear to have departments solely dedicated to their Web services. Instead, groups composed of marketing and IT professionals help bring these applications to life. Many utilities deploy and maintain their Web sites via cross-departmental, collaborative efforts. And, although end-to-end automation may yield cost savings over time, the majority of utilities only have partial automation, according to Chartwell’s survey.

Web-based Customer Service in the Utility Industry 2006 is available for $495 or at no charge to Chartwell’s Premier Members or Members of Chartwell’s Customer Care Research Series. For membership information, contact Bill Grist at (404) 237-9099 or (800) 432-5879. A free table of contents and summary of this report can be downloaded at www.energylibrary.com.

Other recently released reports include:

• Customer Satisfaction in the Utility Industry 2006;
• Best Practices in Addressing Contact Center Staffing Challenges;
• The Chartwell Report on Energy Assistance Programs and Awareness;
• The Chartwell Customer Care Center Report 2006;
• Serving Special Customer Segments: Second-language, Critical Care and Special Needs Customers;
• The Chartwell Report on Captivating and Satisfying the C&I Customer.