Customer Opportunities with The Mobile Revolution Brad Sileo © 2014 iFactor Consulting Inc. |

Why use Mobile for Customer service? Typical Alerts: Statement Ready Payment Due in X Days Payment Past Due BAL SmartFlow Advanced solutions: Secure eBill Push Delivery Support for PAY keyword and payment authorizations via SMS Billing Threshold alerts, Weekly usage updates, energy USE SmartFlow Expanded pre-paid energy capabilities Payment Processed Payment Failed Meter Read

Wireless is Replacing Landlines Landline phone usage is declining At the end of 2012, 35.8% of Americans did not have a landline Nearly half of adults aged 18–24 and more than half of adults 25–29 only have wireless telephones Adults Living in Households with Only Wireless Telephones Wireless phones are becoming the new norm. Credit: Centers for Disease Control, January-June 2012 National Health Interview Survey

Mobile Use in Other Industries Banking Industry Travel Industry * Interactive Advertising Bureau Survey 2013 *Nielsen June 2012

Mobile Use in the Utility Industry 26% of customers visit utility websites from their smartphones The two most important activities for customers – viewing account info and paying their bill Customers are comparing utilities to other industries – and expecting the same experience Credit: J.D. Power and Associates 2013 Utility Website Evaluation Study

Download Statistics Jan 1, 2012 to Dec 31, 2013 Brad

What’s the Difference? Apps vs. Web Mobile Apps Software applications that are downloaded and installed on mobile devices Can pull data from the internet and store data for offline access Mobile Websites Similar to any other website – displays text, images and video in a web browser Designed for smaller screen sizes and a touch-screen interface Mobile Apps Software applications that are downloaded and installed on mobile devices Can pull data from the internet and store data for offline access Mobile Websites Similar to any other website – displays text, images and video in a web browser Designed for smaller screen sizes and a touch-screen interface

What’s Better? It depends. Mobile Apps Mobile Web More accessibility – located on the phone for faster data retrieval and offline access to stored content Device-specific design – provides streamlined look, improved user-interface, more memory and greater GPS resolution Native functionality – streamlined access to phone features such as GPS, camera and click-to-call Push capabilities – can display alerts and reminders on phone Instantly available online – no download needed Universal compatibility – works for multiple mobile devices, but design is limited Ease of upgrades – changes are instantly available without a new download Quicker and cheaper – easier to build and deploy

Benefits of Mobile Apps More accessibility than mobile web – located on the phone for faster data retrieval and offline access to stored content Device-specific design – provides streamlined look, improved user-interface, more memory and greater GPS resolution Native functionality – streamlined access to phone features such as GPS, camera and click-to-call Push capabilities – can display alerts and reminders on phone

So What’s the Conclusion? The demand for mobile solutions is growing rapidly – get in the game! Customers are using mobile devices to access information in all industries - including ours There are pros and cons to both mobile apps and mobile websites - you probably need both

Evolution of Utility Mobile App Features Current focus is on existing transactions: 85% have outage maps 46% allow outage reporting 30% offering billing and payment options Future state Enable transactions only possible with mobile Add value to existing transactions with faster action, better participation, social engagement, location and camera functionality Credit: Chartwell Mobile Trends and Opportunities, January 2013

Mobile Enables Real-Time Engagement Push alerts / texting reach customers anytime, anywhere Less disruptive than voice Quicker open times than email Overall better program participation Mobile apps leverage precious seconds of customer attention Simple, intuitive, and fast Deliver information…“There is an emergency impacting your area…” Drive action…“Your payment is due in 5 days….”

Transactions Make Apps “Sticky” In-app payments - one-time and scheduled Pay station locators for walk-in payments Take advantage of GPS Pre-pay and near real-time payments Interactive energy management

Photo Meter Reads Improve Billing

Home Automation Empowers Consumers Provides customers the control, comfort and savings they desire Utility provided and consumer (BYOD) purchase options available Value added service & customer acquisition/retention models are possible Many aspects and devices to consider - smart plugs, thermostats, pool pumps / Zigbee, Z-wave, Wi-Fi Many vendors and solutions in play…

Home Automation Empowers Consumers Provides customers the control, comfort and savings they desire Utility provided and consumer (BYOD) purchase options available Value added service & customer acquisition/retention models are possible Many aspects and devices to consider - smart plugs, thermostats, pool pumps / Zigbee, Z-wave, Wi-Fi Many vendors and solutions in play…

Mobile Alerts Drive Immediate Action Deliver real-time, actionable information Can be delivered using App Push and/or SMS Enable customer to take action when paired with mobile transactions Alert support meter to cash, emergency communications, marketing, and service delivery

Using Mobile for Billing and Payments / Meter to Cash Must have Proactive Alerts: Statement Ready Payment Due in X Days Payment Past Due Payment Received Advanced solutions: Secure eBill Push Delivery Payment arrangement and budget billing update alerts Support for BAL / PAY keywords for rapid payment authorizations via 2–way SMS Billing Threshold alerts, weekly usage updates, energy USE SmartFlow Expanded pre-paid energy capabilities Payment Processed Payment Failed Meter Read

Enterprise Preference Center : Key Features Natural Gas Use Multilingual Support (e.g. Spanish) Employee and Other Non-Account Subscriptions Marketing Program Integration / Subscriptions Eligibility management is key to support diverse accounts Multi-channel connects with customers on their terms

Enterprise Preference Center : Key Features Responsive design allows the Preference Center to flow across many different devices to engage customers Natural Gas Use Multilingual Support (e.g. Spanish) Employee and Other Non-Account Subscriptions Marketing Program Integration / Subscriptions Eligibility management is key to support diverse accounts Multi-channel connects with customers on their terms

Billing and Payment Solutions Rich emails communicate information Mobile Apps allow quick action anywhere eBill push puts a full bill onto a customer’s device – desktop, phone, tablet Statement reminders can drive faster payments (lower Days Sales Outstanding)

Mobile eBill Push: receive and view eBill

Mobile eBill Push: view secure PDF

Mobile eBill payment without app or website

One-click mobile payment Bills can be paid with a single click Payment within the body of email Uses info stored with Payment provider for previous payments No need to view PDF

Other Alerts and Notifications Service Delivery: Appointment reminder Serviceman En-route Service Completed Other Interactions: Emergency Alerts and Advisories Marketing and Program Messaging Scheduled Meter Reads Warranty Renewals Schedule confirmation/ revision

Other Ideas to Consider Integrate 811 and Mobile Converting to Gas / Service Availability Inquires Permitting and Construction Coordination Emergency / Dig-in Damage Assessment Infrastructure Update Maps and News

Brad Sileo brad@ifactorconsulting.com (412) 498-8602