Municipal utilities that engage digitally with their customers throughout the year boost customer satisfaction and financial results, explained Apogee Interactive’s Chief Financial Officer, Jim Malcom, and Ellen Richardson, formerly of ElectriCities of Georgia, during a recent industry conference. In a presentation for the American Public Power Association’s  2020 Business and Financial Virtual Conference, Malcom and…

When the pandemic first emerged, Apogee Interactive conducted a survey asking their utility clients to identify their biggest challenges. The most common answer was communicating with their customers, followed by the need to assist customers financially. In response, Apogee offered its personalized video messaging service AT NO COST to any clients that would like to…

Residential customers and utilities benefit from varying rate plans. Still, the truth is, many customers don’t understand how their utility rates work or what rate would be best for their lifestyle. In a recent survey conducted by the Smart Energy Consumer Collaborative, 47% of customers didn’t know what their current rate plan was. In the…

Utilities using Apogee’s ENVOY proactive messaging platform are seeing extraordinary results. The platform’s communication channels include personalized video bill explanations, text, and email messages that inform customers of payment options, financial assistance programs, low and no-cost ways to save, and rate options. What makes the messaging captivating is each message is composed using the customer’s…

Through its work with Apogee Interactive, Horry Electric Cooperative has achieved unprecedented success engaging its members with Short Message Service (SMS) or text messaging. Located on the South Carolina coast and serving 85,543 members, Horry EC is among the State’s fastest growing residential communities. With a goal of engaging members in an ongoing dialogue about…

Through a group purchasing program for joint action agencies, Apogee Interactive’s acclaimed Energy Advisor online energy audit and digital engagement platform is now available to public power utilities of all sizes and budgets.

To meet the growing needs of community-owned utilities, Apogee Interactive has expanded its customer engagement platform to include robust marketing automation features such as text-to-speech for its popular personalized video bill explanation services and EVs/solar added to the digital home energy profile service. The article below explains all the ways Apogee has enhanced its outbound…

At a recent industry conference, Apogee Interactive’s Executive Vice President, Jim Malcom shared how utilities are engaging customers using personalized outbound communications. Apogee is the public power industry’s Hometown Connections preferred provider for Customer Engagement.

Have you ever thought what “traditional” customers cost their energy providers? Traditional customers are those that barely interact with their utility. In fact, this happens once every month when the bill arrives or when something is not right, and it is time to complain. These customers find that spending time interacting with their energy provider is…

Nearing the end of the first quarter of 2019, we find ourselves amid an industry in transition. So, we are offering up some thoughts on ways to raise the bar on customer satisfaction and service while addressing some of the most pressing issues faced by utilities today.

Why does customer satisfaction (CSat) matter to utilities? Several of the leading experts in CSat have concluded that by having satisfied customers, utilities receive more favorable regulatory outcomes. In addition, CSat can be used as both an offensive and defensive strategy. From the offensive perspective, satisfied customers are more likely to buy more products and…