The Energy and Utlities sector has embraced mobile apps to improve operations, engage customers, and drive industry-wide innovation.
Nicole Brumbaugh, a customer care at Nebraska Public Power District, says “With AMI, we knew we’d have access to a lot more information than we ever had before. An app would be a way to share it with our customers, and it would give them another self-service option,”
Utility customers today expect convenient access to their account information, usage data, and preferences in real-time. With a mobile app, customers can easily manage their accounts, report service issues, receive notifications, and even access personalized energy-saving tips.
In this article we will talk more about the significance of mobile apps in the utilities industry, highlighting their multifaceted benefits.
Engaging consumers is a critical aspect of success for utility companies. Mobile apps play a vital role in fostering this engagement by offering interactive features and personalized experiences.
With a mobile app, utility customers can actively participate in energy management, receive real-time updates on usage, and access educational resources on conservation. By providing a platform for communication, feedback, and rewards, mobile apps create a sense of community and empower customers to actively contribute to sustainability efforts. Engaging consumers through mobile apps not only strengthens the utility-customer relationship but also cultivates a more environmentally conscious and satisfied customer base.
Enhancing data collection is essential for utility companies to gain valuable insights and make informed decisions. Mobile apps serve as powerful tools in this regard by enabling seamless data collection directly from customers. Through these apps, utility companies can gather real-time information on customer preferences, usage patterns, and feedback. This data can be leveraged to analyze trends, optimize operations, and develop targeted strategies for service improvements. With enhanced data collection capabilities offered by mobile apps, utility companies can stay ahead of evolving customer needs and deliver more personalized and efficient services.
By providing customers with a convenient channel to request services and report issues, mobile apps significantly improve response times and customer satisfaction. With mobile apps, utility customers can easily report service issues and request assistance with just a few taps on their smartphones. The app streamlines the entire process, eliminating the need for time-consuming phone calls or waiting on hold. Customers can provide detailed information about the problem, attach photos if necessary, and receive prompt updates on the status of their request. By facilitating seamless communication between customers and utility companies, mobile apps ensure that service requests are addressed swiftly and efficiently, resulting in enhanced customer satisfaction and loyalty.
Mobile apps play a crucial role in the growth and success of utility companies. By offering a seamless and convenient platform for customer engagement, account management, and service requests, mobile apps enhance customer satisfaction and loyalty. These apps provide utility companies with valuable insights into customer behavior, preferences, and usage patterns, enabling them to develop targeted strategies and personalized offerings.
“We know that our customer base is fairly tech savvy, and that what they might want from an app is always evolving,” said by Jeannette Olko, electric utility division manager with Moreno Valley Utility in Moreno Valley, Calif.
Mobile apps have proven to be effective tools in reducing costs for utility companies. By offering self-service functionalities and empowering customers to manage their accounts, track usage, and make payments through the app, companies can significantly decrease manual processes and associated administrative expenses. Mobile apps also streamline customer service operations, allowing customers to access information and resolve issues independently, reducing the need for extensive call center support.
According to Statista, the number of mobile app downloads each year has been steadily increasing. It’s time to say goodbye to low customer engagement and become the leading utility company in your area.