Customer Care

  • Pennsylvania regulators have asked FirstEnergy to provide them with more details on how it intends to fix management flaws -- particularly in customer service -- that they discovered during an audit of the Akron-based energy giant.
  • Feb 28, 2015 | Kathleen Wolf Davis

    Throughout these cold, cold weeks, there has been a moment or two of light, of warmth that shines through—like our top five tweets of the month. These tweets bust a rhyme or two, argue color hues, celebrate engineers and set off dueling groundhogs. 

  • Feb 24, 2015 | Joyce Tam
    With so many advanced tools now available to fine-tune operations, utility organizations with a field service workforce have reached an unprecedented transformative stage. By leveraging technology trends such as the Internet of Things, advanced analytics and smartphone and tablet integration, these organizations are reinventing themselves as predictive, rather than reactive, operations.
  • a guest commentary

    Feb 19, 2015 | Kathleen Wolf Davis

    James Fine, senior economist with EDF, details his testimony this week at the Illinois Commerce Commission on the benefits of TOU to consumers in the state.

  • Feb 19, 2015 | Alex Dzurick
    With all the talk of educational reform these days, not too much is certain in a K-12 science classroom anymore. One thing that is certain: teachers are finding less and less time for what are now "extras," like guest speakers. This can present a problem for you, the energy guru, who wants a chance to engage young scientific minds on energy topics. So how can you get into a science classroom where you will be accepted and given time to share your message?
  • Feb 18, 2015 | Kathleen Wolf Davis

    In January 2013, Duke Energy launched a home energy report program with the goals of bonding with customers, establishing the utility as a trusted energy advisor to those customers and meeting regulatory energy efficiency (EE) requirements. And the My Home Energy Report (MyHER) program was born.

  • part of the women-in-energy series

    Feb 16, 2015 | Kathleen Wolf Davis

    “Most people think I just mind the call centers,” said Gayle Lanier when talking about her job as senior vice president of customer services with Duke Energy. But, it’s way more than minding those call centers, she told me. In fact, those call centers are just the tip of a whole customer interaction web, of sorts. 

  • Feb 15, 2015 | Jeff Lewis

    Leading electric utilities, such as San Diego Gas & Electric (SDG&E), are embracing various digital platforms such as desktop and mobile websites, mobile applications, and social media---proving that it is possible for electric utilities to step into the fast lane and successfully adopt digital customer service strategies along with traditional customer call centers.  

  • Feb 10, 2015 | Kathleen Wolf Davis

    You’ll notice in this issue a common theme---namely that no one is super sure what a smart city is, nor what a smart city will become. We’re feeling that out, as is perfectly understandable for people trying to both grasp and build the future at the same time. So, we've gathered insights to help from MIT, EPRI, Con Edison, SEPA, ComEd, AMP, a few cities, some academics, Harley Davidson and one data scientist to tell you if your utility needs someone just like him. 

  • Feb 09, 2015 | Kathleen Wolf Davis

    For today’s installment of Utility2Utility, we’re chatting with Chad Klein, director of corporate communications for North American Power about retail energy, NAP's growth and the new world of customer billing they’ve entered in a couple of markets.

  • Feb 03, 2015 | Patty Durand

    Over the course of 2014, Smart Grid Consumer Collaborative’s (SGCC) research indicated that consumer engagement is growing. This is good news because as engagement grows more consumers will understand the economic, reliability and environmental benefits that grid modernization offers. 

  • Is the world ready for an electric hog?
  • Why utilities need to embrace new connected technology
  • Jan 31, 2015 | Kathleen Wolf Davis

    And so it begins again. It’s a new year and a new look at some of the most artistic work in the social media medium that is Twitter---the very best our industry has to offer. In this installment, we’re blinded by science, distracted by waffles and humbled by a whole lot of restoration work.

  • fuel security, electric bills and regional efforts

    Jan 25, 2015 | David T. Doot

    While oil prices are dropping and the U.S. is producing natural gas at historic levels, electricity prices in the Northeast are climbing. These circumstances highlight the interesting and urgent challenges and opportunities in the Northeast, arising in large part from the region’s ever-increasing reliance on domestic, lower-cost natural gas.

  • According to J.D. Power anyway

    Jan 20, 2015 | Kathleen Wolf Davis

    We look at the major award winners on J.D. Power's latest utility survey and delve a little deeper on details and advice.

  • Jan 05, 2015 | Dean Schiller
    Engaged customers represent the Promised Land for utilities facing a myriad of business and regulatory pressures. They enable more effective demand-response and efficiency programs, which achieve regulatory goals.
  • One more look back before we all move forward

    Jan 04, 2015 | Kathleen Wolf Davis

    The holidays are over. It’s time to start a new year with a new you and a new look ahead. We’re ready. Well, not quite. We still have one more peek at 2014—one final look back before we look forward. We present our 14 favorite utility tweets of 2014.