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Topic: Customer Service 
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Government Administration Buildings: United States
February 19, 2013
The Government sector is a large and important customer for many utilities, one that has an enormous appetite for electricity and gas, a critical need for operational cost savings, and a growing interest in renewable energy services.
Content type: Sector Snapshot | Document ID: BAM-S-14 | Author: Bryan Jungers
Pulp and Paper Manufacturing
January 14, 2010 | Updated: February 18, 2013
The paper manufacturing industry includes two main subsectors: pulp, paper, and paperboard mills and converted paper products manufacturing. Many opportunities exist to save energy in paper manufacturing facilities.
Content type: Sector Snapshot | Document ID: BAM-S-8 | Author: Joe Shekiro and Neil Kolwey
Healthcare
February 15, 2010 | Updated: January 18, 2013
What are the primary energy uses in healthcare facilities and what are the best bets for energy savings? This Snapshot provides these answers and discusses hot button trends and ways for utilities to work with healthcare facilities.
Content type: Sector Snapshot | Document ID: MAS-S-23 | Author: Chad Garrett
Large Business Gap and Priority Benchmark 2012
A Survey of Large Business Customers
December 20, 2012
The Large Business Gap and Priority Benchmark study surveyed 1,600 large business utility customers from 17 utilities to assess how well utilities and account reps are satisfying their large business customers.
Content type: Benchmark Study | Document ID: BAM-BMK-GPB-Lg-2012 | Author: Rachel Cooper
Midsize Business Gap and Priority Benchmark 2012
A Survey of Midsize Business Customers
December 18, 2012
The Midsize Business Gap and Priority Benchmark study surveyed 1,042 midsize business utility customers from 10 utilities to assess how well utilities and business customer reps are satisfying their midsize business customers.
Content type: Benchmark Study | Document ID: BMS-BMK-GPB-Mid-2012 | Author: Sarah Fiebiger
Restaurants
June 22, 2009 | Updated: November 1, 2012
Utility account managers often overlook the food service sector despite the energy intensity of food service operations. E Source Sector Snapshots provide account managers and program designers an opportunity to brush up on industry trends from the owner’s and facility manager’s perspective. ...
Content type: Sector Snapshot | Document ID: MAS-S-22 | Author: Yuki Iida
Retail
December 15, 2008 | Updated: October 9, 2012
Retail businesses are highly motivated to enhance their customers’ shopping experience, build customer loyalty, and cut costs. Fortunately, improved energy management yields benefits in all of these areas. Energy-related lighting and ventilation improvements enhance the shopping ...
Content type: Sector Snapshot | Document ID: MAS-S-20 | Author: Jarett Zuboy
Colleges and Universities
April 15, 2009 | Updated: September 14, 2012
The evolution in energy technology presents a growing opportunity for synergy among universities, utilities, and the community. Learn how you can assist your utility in developing a mutually beneficial relationship with some of your largest customers.
Content type: Sector Snapshot | Document ID: MAS-S-21 | Author: Mary Horsey
Outage Communications for Business Customers
Doing It Right Can Drive Satisfaction Higher
May 2, 2012
Engaging in proactive outage communications is one of the key ways to keep business customers satisfied. This report looks at the primary methods that utilities are using to communicate successfully with large, key account customers and small-to-midsize business customers.
Content type: Research Brief | Document ID: BMS-RB-3 | Author: Kim Burke
Gap and Priority Benchmark 2011
A Survey of Utility Large Business Customers
December 16, 2011
The 2011 Gap and Priority Benchmark surveyed 1,428 large business customers to assess how well utilities and account representatives are satisfying the needs of their business customers, and to identify steps utilities and account reps can take to better serve these important accounts.
Content type: Benchmark Study | Document ID: BAM-BMK-GPB-11 | Author: Kim Burke, Alan Seltzer
Account Management Assessment 2011
Account Management Best Practices
December 14, 2011
Utility business account management groups often gauge their success by customer input, but a comparison to other utilities can deliver more-meaningful information. The 2011 Account Management Assessment provides in-depth, actionable data about account management practices across the utility industry. ...
Content type: Benchmark Study | Document ID: BAM-BMK-AMA-11 | Author: Alexandra Behringer, Sarah Fiebiger
E Source Energy Management Survey 2011
Reporting Actions and Priorities at the Facility Level
November 4, 2011
In March 2011, E Source held its 18th Annual Energy Management Roundtable in Boulder, Colorado. At the Roundtable, we conducted a survey of the energy managers in attendance. This report summarizes the key findings of the survey.
Content type: Research Brief | Document ID: CEMC-RB-1 | Author: Todd Camnitz, Kevin Vranes
Contact Centers for Your Business Customers: Key Success Factors and Lessons Learned
September 6, 2011
Utilities can effectively serve their small and midsize business accounts through a dedicated business contact center.
Content type: Research Brief | Document ID: BMS-RB-6 | Author: Justin Rickard
Fueling Utility Economic Development Through Collaboration
May 19, 2011
Successful utility economic development initiatives typically share common traits: internal collaboration, executive support, and strong partnerships with external stakeholders. Key account managers also play a valuable role given that most job growth comes from existing businesses.
Content type: Research Brief | Document ID: BMS-RB-7 | Author: Kim Burke
Steps to Improving Large Business Customer Satisfaction
Results from an E Source Roundtable Discussion
April 14, 2011
How do utilities boost large business customer satisfaction? The 2010 E Source Gap and Priority Benchmark identified five key drivers, including outage and rate-change communications, attentiveness to customers’ business needs, and effective management of national accounts.
Content type: Focus Report | Document ID: BAM-F-5 | Author: Todd Camnitz
The Gap and Priority Benchmark Study Winners' Circle: What Makes Them So Successful?
March 18, 2011
In the 2010 E Source Gap and Priority Benchmark survey, were there any common themes among the top-performing utilities that have contributed to their success?
Content type: Ask E Source | Document ID: BAM-AskES-1 | Author: Bryan Jungers
Meeting the Online Needs of Small and Midsize Business Customers
December 13, 2010
Business customers who regularly visit their utility’s web site report higher utility satisfaction than those who never have. Organizing online content by industry segment makes it easy for businesses to find the information they need quickly.
Content type: Research Brief | Document ID: EBiz-RB-9 | Author: Kim Burke
Achieving High Adoption Rates for Key Online Transactions
August 31, 2010
The e-business metrics are in. But what goes on behind the numbers? Learn the success stories for key online transactions such as paperless billing, online payment, and secure portal sessions. These lessons will provide tips on how to improve the adoption for these key metrics at your company.
Content type: Research Brief | Document ID: EBiz-RB-7 | Author: Florence Connally
2010 E Source Gap and Priority Benchmark: A Survey of Utility Large Business Customers
Industry Results
August 31, 2010
The 2010 E Source Gap and Priority Benchmark surveyed large North American businesses to see how utilities and utility account representatives can better serve these important customers. We discuss how to meet large businesses’ high expectations, and compare and contrast 2010 with 2009 results.
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Content type: Benchmark Study | Document ID: BAM-BMK-GPB-10 | Author: Ethan Brown
The Rural Large Business Opportunity: Use High Satisfaction with Account Reps to Drive Overall Satisfaction
June 23, 2010
Are there any differences in customer satisfaction ratings and attitudes between rural and urban large business customers?
Content type: Ask E Source | Document ID: BMS-AskES-11 | Author: Sarah Weldon and Ethan Brown
Customer Adoption of Utility Bill Payment Channels and Tender Types
May 13, 2010
What channels are utility customers using to pay their bills? And what types of payment are utilities receiving—check, credit cards, cash?
Content type: Ask E Source | Document ID: EBiz-AskES-39 | Author: Alexandra Behringer
Paradox and Opportunity: Rural and Urban Customer Satisfaction and Attitudes
May 13, 2010
Are there any differences in customer satisfaction ratings and customer attitudes between rural and urban customers, or between residential and commercial customers?
Content type: Ask E Source | Document ID: UCC-AskES-40 | Author: Sarah Weldon and Ethan Brown
The E Source Strategic Sector Plan
April 26, 2010
Strategic planning can benefit a utility’s account management group as well as its key account customers by helping to align customer and utility expectations. To assist utilities with this process, we have developed the E Source Strategic Sector Plan Template and instructions for using it.
Content type: Focus Report | Document ID: BAM-F-4 | Author: Sarah Weldon
The E Source Key Account Plan
April 12, 2010
Strategic planning can benefit a utility's account management group as well as its key account customers by helping to align customer and utility expectations. To assist utilities with this process, we have developed the E Source Key Account Plan Template and instructions for using it.
Content type: Focus Report | Document ID: BAM-F-3 | Author: Sarah Weldon
Reorganizing Your Account Management Group to Meet Energy-Efficiency Goals
March 23, 2010
How can a utility reorganize its account management group to meet utility energy-efficiency goals?
Content type: Ask E Source | Document ID: BMS-AskES-8 | Author: Sarah Weldon
The Fantasy Account Management Department
March 8, 2010
We combined results from two of our market research studies with industry best practices to envision the "fantasy" account management department—which uses best practices in the areas of department structure, account management strategy, and customer communications for businesses of all sizes.
Content type: Fantasy Account Management, Focus Report | Document ID: BAM-F-2 | Author: Sarah Weldon and Mike Hildebrand
Utilities Using Bill-Payment Kiosks
February 8, 2010
Which utilities have self-service kiosks in place, and who are the current kiosk vendors?
Content type: Ask E Source | Document ID: UCC-AskES-34 | Author: Alexandra Behringer and Rich Goodwin
2009 E Source Account Management Assessment
Account Management Best Practices
December 7, 2009
The 2009 E Source Account Management Assessment surveyed utilities on account management practices for all sizes of business customers. The results give an actionable set of data to help utilities improve their account management practices and see how they stack up against others in the industry.
Content type: Benchmark Study | Document ID: BAM-BMK-AMA-09 | Author: Sarah Weldon and Matthew Joyce
Communicating Energy Prices to Your Large Industrial Customers
November 24, 2009
What are some effective ways to provide energy price communications to large industrial customers? Do you have any examples of how price communications have positively influenced customer satisfaction?
Content type: Ask E Source | Document ID: BCO-AskES-5 | Author: Alexandra Behringer
Handheld Solutions for Energy Audits
November 23, 2009
Are there any good alternatives to laptops or notepads when performing energy audits?
Content type: Ask E Source | Document ID: TAS-TN-12-09e | Author: Essie Snell
