Utilities, Customers & SMS Rudi Leitner. Who in this room has a mobile phone? Who in this room has...
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Transcript of Utilities, Customers & SMS Rudi Leitner. Who in this room has a mobile phone? Who in this room has...
![Page 1: Utilities, Customers & SMS Rudi Leitner. Who in this room has a mobile phone? Who in this room has ever sent a text (SMS) message?](https://reader031.fdocuments.in/reader031/viewer/2022013101/56649e955503460f94b999f4/html5/thumbnails/1.jpg)
Utilities, Customers & SMS
Rudi Leitner
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•Who in this room has a mobile phone?
•Who in this room has ever sent a text (SMS) message?
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•1.52 billion global mobile phone users
•Global SMS – 3Q2004 : 135 billion (1 million SMS / minute)
•Global monthly SMS : 36/user
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So why does this matter to me as a utility?
Customers and utilities need to interact -they do so using
• Post• Phone• In person• Fax• Internet
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But they don’t really use the potential of texting (SMS) …
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Potential?
The mobile phone, using SMS is…
• An on-line data terminal• Widely available
– Much more accessible than the web• It is portable• It is secure• It is low cost• Much faster than most other ways of interaction
– Much, much faster than mail– Faster than in-person contact– Faster than voice
• Enables near real-time interaction between you and your customer• And, it is owned (and loved) by your customer & is fully
maintained by them
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But what about voice?
Voice and SMS offer customers different ways of interacting with utilities, but…– SMS can be faster (no need to hold in a call
center queue, or speak to multiple people to achieve the desired response)
– SMS is impersonal (some people dislike speaking to CC operators)
– SMS is much cheaper– SMS allows for automation of processes – for
example: directly accessing databases, logging responses etc.
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Characteristics of SMS - Summary
• Accepted and understood by most users
• Accessible
• Low cost – in some cases free
• Quick and easy to use
• Secure, each user identifiable
• Time and date stamped
• Data processed and stored in real time
• Network manages data delivery
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Outage reporting & management
Customer self read
Community field service
Utility field service
Billing query support
Information server
Market research/service measurement
Prepaid vending solutions
????
Some examples of using SMS in the interaction between customer and utility
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Some examples of how this can work…
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Customer material
•depends on type of SMS services deployed Examples
• Mail outs with the bill
• Meter sticker
• Fridge magnet
• Poster / Handouts at utility offices
• Adverts in media
• Posted/Knock & Drop communications
• multiple services on one card/magnet/mail-out/sticker
Interface with the customer
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Utility Solutions - Self Meter Read
• Low cost per meter read
• Instantaneous and real time collection of data (reads and check reads)
• Supplements existing methods of read collection
• Reads can be checked and corrected
• Reads can be scheduled with reminders at the customer convenience
• Communication channel to the customer
• Rapid deployment
• Integrates with billing systems
“…managing the future”
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Self Meter Reading Customer reads
questionnaire
Read typed into Customers cell phone
SMS/e-mail sent to required person / call centre
Reports generated
Data fed through to utility database
Appropriate response Sent back according to
customer input
Server in hosted environment
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Customer Server
Database
1
4
SMS
3
Email/direct database entry
1 – request sent to customer for self reading
2 – customer reads and sends in result
3 – reading sent to database for checking, if correct store
4 – if incorrect ask customer to try again
5 – customer tries again6 – If still incorrect send request
to meter reader7 – Field agent visits meter and
checks operation 8 – Field agent send in correct
reading or follow up if tampered or damaged
Data incorrect
2 SMS
Data incorrect – try again
4
Second attempt5
Visit Meter
Field agent
7
6 8
ESP Self Meter Reading
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Who wants to do an example?
– Acc No: 567891234986– Meter reading A: 102– Meter reading D: 203
Please SMS +27 83 308 1062
567891234986 A102 D203
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Utility Solutions - Outage Management
• Instant knowledge of outages
• Immediate communication to customers on the state of an outage
• Reduce load on call centers
• Low cost of communication
• Rapid Deployment
• Improve customer relationship
• Integrates with existing Outage Management Systems
“…managing the future”
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Outage Management Customer reports outage
Information on outage sent back to customer
SMS/e-mail sent to required person / call centre
Field reporting
Data fed through to utility database – Compare with known outages
Server in hosted environment
Further updates sent back to customer
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ESP Outage Management
Customer ESPServer
Call Centre
SMS, e-mailor database
access
TechnicalCentre
14
2
SMS
5 SMS/e-mail
Step 1 – outage not known
Customer Server
1
2
SMS
Step 2 – outage known
5
3
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ESP Outage Management
Customer ESPServer
Call Centre
SMS, e-mailor database
access
TechnicalCentre
2 SMS/e-maill
Step 3 – more time needed
Step 3 – fault fixed -reset
SMS
31
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• Empower communities to provide first line customer support
• Automatically manage the above process
• Reduce cost
• Improve customer service levels
Community Based Field Service
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Customer ESPServer
UtilityField agent
Phone / visit
1
4
2
SMS
SMS
3
Timed event 1 to 3, response required from community contact to server, closing customer request
5SMS/email
61 – customer sends a request2 – message sent to community
person3 – community person visits
customer4 – reports problem found,
resolves problem or indicates whether additional utility support required
5 – if additional utility support required, utility visit scheduled
6 – field agent visits7 –job closed
Communitycontact
SMS
visit
CallCentre
5 7
ESP Community Based Field Service
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• Think how SMS based systems can fit into your customer management systems
• Think about your customer
• Give your customer more choices
• Improve service levels
• Increase customer loyalty
• Improve the image of the utility
• Measure and analyse key utility processes
• Reduce costs
• Increase accuracy of data
• Open new communications and marketing channels
Some comments
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