Evan Goldman Customer Experience Strategy Manager LEVERAGING TECHNOLOGY TO IMPROVE THE CUSTOMER EXPERIENCE Utility Payment Conference

Case Study: My Account Mobile Case Study: Web Intelligent Search Topics Company Overview Key Drivers Case Study: Easy Enroll Moving Forward

SoCalGas has been delivering natural gas to its customers for more than 140 years Company Overview 140 years Nation’s largest natural gas distribution utility: Providing energy to 20.9 million consumers through 5.8 million meters in more than 500 communities 20.9 million users Highest customer satisfaction ranking from a major consumer research company TOP in

Want to transact with SCG via their Smartphone, just as they do for banking and shopping Use social media to communicate. They expect to receive service via Facebook and Twitter Have the highest satisfaction levels when transacting online! Key Drivers: Customer Connectivity & Expectations 4 Our Customers: Expect interactions to be easy and consistent across all channels

Service Delivery Channels Are Evolving Touch Points Customer

»Integrate enrollment in SoCalGas My Account and paperless into the Start Service process 6 Case Study - Easy Enroll

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»Quickly and inexpensively provide the ability for customers to view and pay their bill on their mobile devices 9 Case Study – Mobile My Account

10 Case Study – Mobile My Account Phase 1: Login page Account Summary page Pay Bill process View History page (Bills and Payments) Phase 2: Forgot User ID & Password Manage Bank Info. Go Paperless Phase 3: Registration (including paperless) Remember Me View Scheduled Payments

11 Case Study – Mobile My Account

12 Case Study – Mobile My Account Future: Android App Help Center (search) Payment Arrangements Appliance Service Stop / Move Service

Enhance the ability to locate information they are seeking on the web and increase retention in web channel (both socalgas.com and My Account) 13 Case Study – Web Intelligent Search

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Results to Date Customers are receiving better service in the channels they prefer: »2011 Top customer satisfaction score for a utility website payment channel »Significant gains in:  My Account and socalgas.com visits  My Account enrollments  Paperless  Web payments  Reduced calls 20

Moving Forward: Your Customers Are Social…Are You? 21

Thank You! 22