Dec 18, 2014
#1 Launch to Your Internal Audience First
Educate your utility’s employees on how to use your self-service solutions Demo products and coordinate roll-out information with:
• Internal Leaders • Corporate Communications • Marketing Teams • Crew Teams • Call Center Staff and
Customer Service Personnel
Share details such as: • The self-service solutions available • The enrollment processes • How new solutions relate to older
solutions • How customer enrollments and
preferences are managed
Ensure CSRs know how to help customers self-serve – and how to handle on their behalf when needed
#2 Review Customer Touch Points to Optimize Customer Rollout
#3 Leverage These Touch Points to
Cross-Promote Solutions
• Include program information and enrollment processes in your CSR scripts, IVR scripts, and on-hold messages
• Prepare employees to educate customers and help them enroll at payment centers
Contact Centers and Local Offices
Websites and Customer Portals • Take advantage of website
traffic to promote solutions • Link web banners to
enrollment and download pages using clear “calls to action”
• Include links to solutions in your website’s navigation menus
Monthly Billing & Outreach • Promote your self-service
programs using inserts in bills and newsletters
TV Spot
Advertise • Reach a wider audience
with paid ads • Videos can also be used
to educate customers on how to enroll and use solutions
• Get creative - clever campaigns can go viral!
Green Mountain Power Facebook
Gulf Power Twitter Atlantic City Electric Twitter
Engage your customers on social media
FirstEnergy Press Release
Oncor Press Release
PR/Media Events • Notify local press when you
launch new self-service technologies
#4 Leverage Increased Engagement During Outages
Leverage engagement during power outages • Take this opportunity to inform
customers about self-service solutions
• Use local press interest to promote solutions and provide customer information
#5 Take Cues from Other Industries
Promote solutions across mobile channels
Email Bill Inserts
ATM/Kiosk Promos
QR Codes on statements and receipts take users to app
downloads
Don’t forget traditional channels
Kiosk Promos
QR Codes take users to app downloads