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

2. 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

3. 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

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

5. 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

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

7. 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

8. 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

9. 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

10. 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

11. 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

12. Mobile Enables Real-Time Engagement
Push alerts / texting reach customers anytime, anywhere
Less disruptive than voice
Quicker open times than
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….”

13. 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

14. Photo Meter Reads Improve Billing

15. 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…

16. 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…

17. 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

18. 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

19. 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

20. 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

21. Billing and Payment Solutions
Rich s 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)

22. Mobile eBill Push: receive and view eBill

23. Mobile eBill Push: view secure PDF

24. Mobile eBill payment without app or website

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

26. 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

27. 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

28. Brad Sileo
(412)