Customers are experiencing your service and brand across numerous digital channels—they’re using your website, self-service app, and interactive voice response system (IVR) and they want to interact with your utility via their mobile devices and on social media. Without a plan, all of these touchpoints will be perceived as disjointed and, ultimately, incapable of delivering a holistic customer experience. You need a strategy to properly design, build, and deliver robust and user-friendly digital experiences.
E Source Digital Strategy Development blends expertise in customer experience, usability, and digital channels to support your digital strategy development efforts. We’ve gathered data from years of industry-leading utility website and IVR market research and benchmarking studies, and we’ll put that knowledge to work for you.
With our unique consulting offering, you can:
- Create a cohesive and unified strategy that includes all of your digital contact channels
- Improve customer loyalty by delivering a consistently excellent experience
- Reduce channel-switching by providing the service customers expect via their channel of choice
- Build a solid foundation for technology enhancements
What You Get
Our highly skilled consulting team will create a customized solution to meet the specific needs of your utility. It may include:
- An assessment of the state of your digital portfolio
- Interviews with key stakeholders at your utility
- A full inventory of all your customer touchpoints
- Research on the channel preferences of your customers
- A technology plan and road map
- A three-to-five-year project plan with major milestones and deliverables
- Business case development for the digital initiatives that make sense for your utility
Schedule a 15-minute call with an E Source consulting specialist to discuss how we can support your current initiatives.