June 19, 2018
Municipals Embrace New Digital Engagement Methods
Today at the American Public Power Association National Conference in New Orleans attended by more than 1200 municipal utility professionals, Apogee Interactive, Inc. shared the results of four years’ experience sending millions of personalized video messages to utility customers. Apogee is the newest addition to the Hometown Connections Partnership, and was invited to share what they do for hundreds of US utilities. The firm was honored at a Hometown Connections Partnership appreciation breakfast on Tuesday morning.
According to Susan Gilbert, the firm’s CEO and co-founder, “Use of this type of messaging is exploding as utilities are finding customers love receiving them. Feedback is overwhelmingly positive. One general manager of a North Carolina utility shared with us a voice mail recording from a customer raving about receiving one, saying, ‘We’re used to getting customer high bill complaints, but this is a first getting a high bill compliment!’” The caller was referring to the video bill explanation she had received and wanted to express her gratitude for having it explained that the higher bill was due to it being 10 degrees colder and there being additional days in the billing period.
- 15x higher email click through rates than industry standards
- Proven reduced calls to the contact center
- 58% improved perception of their utility
- Double digit improvement in customer satisfaction
- Increased program participation
- Improved program targeting
Gilbert added, “Customers often don’t know they are served by their city and don’t know the advantages that offers them.” That observation led to Apogee producing a Welcome Series of personalized videos. “Upon establishing new service, customers receive a personalized video letting them know the benefits of being served by the city and that additional videos will be coming to help them understand their bills and available programs,” she continued. Subsequent videos are triggered when billing or usage data signals there maybe a problem or an opportunity to participate in a program matching their usage profile.
The cost-effectiveness of this new communication method is a major factor in its success. Apogee developed a technique for delivering personalized messages at costs a fraction of alternative messaging methods.
About Apogee Interactive:
Apogee Interactive is the nation’s leading full-service provider of proactive customer engagement software services for utilities. Serving the utility industry since 1993, Apogee’s digital engagement platform is used by hundreds of North American utilities from coast to coast, including some of the largest and most progressive, such as Southern Company, Lakeland Electric, and Jackson EMC. For more information visit www.apogee.net or on LinkedIn.
Contact: Karen Morris, firstname.lastname@example.org or 678-684-6801