Post on 17-Mar-2022
transcript
Speakers
1
Sarah Jin• Expert Strategic Analyst, PG&E Customer Care
• Data Analytics• Economic Modeling/Rate Design/Customer Experience• UC Davis MBA• Stanford Certified Project Manager• Lean/Six Sigma Yellow Belt
Tina Williams• Business Energy Solutions supervisor, PG&E Customer Care
• 18 years of customer service experience• Designed, developed and operationalized the New Small
Business Team “START” that proactively calls new business customers.
• Business Administration with a specialization in Hospitality Management from the Culinary Institute of CA
When Algorithms and Customers Meet
Utilizing Big Data to Enhance SMB Customer Outreach
2
Sarah Jin, Tina Williams, PG&EMay, 2018
Pacific Gas and Electric (PG&E)
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• Incorporated in California in 1905
• Natural gas and electric service to 16 million people
• Approximately 22,000 employees
• 70,000-square-mile service area in northern and central California
• Regulated by the California Public Utilities Commission (CPUC)
Agenda
What to say and
how to say it when
engaged with SMBs
after they receive a
high bill
2Target SMB for
outreach using big
data and continuous
improvement
1
When Algorithms and Customers Meet
4
What’s The Opportunity? (1) Satisfaction Score
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In 2017 Q2-Q3, PG&E observed a decline in SMB customer satisfaction
Project Kick-off
SMB Customer Satisfaction Score
What’s The Opportunity? (2) Customer Voice
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Unhappy
Confused
Need Help
“Uneven bills, major spike in the bills recently”
“We don't like the bills, sometimes they get pretty high”
“…Pricing is too high. For us to survive the cost is too high. We are a small business.”
“I have an average $XXX bill and nobody can tell me why.”
“I'm a little confused with the different prices … they need explanations.”
“Their rate system is complicated. We are constantly reviewing different programs”
“Tell me the use factor of my electricity use. Do a rate comparison for the best plan. “
“Inform us how to save energy and programs”
“I think that they could educate us on the rate plans. “
“There should be a follow-up and education on how to save energy”
Iteration Process
Data Preparation
Model Learning
Targeted Calls
Reps’ Feedback
Solution Strategy
Brainstorm
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Iteration Process and Learning Algorithm
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Rates, Billing and
Payment
Daily and Monthly
Usage
Program Enrollment
Business Type and
Cohorts
Past Inbound Calls
Learning
Algorithm
Customized
Filters
Highly
Targeted Calls
Rules and
Patterns
Call Results
Multiple Iterations
Find The Right SMB Customers To Call (Original Criteria)
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Not contacted by other programs
Valid phone number No assigned representatives
Size falls into SMB definition
Not on suppression list
Average daily bill increase
Monthly bill increase
Billing date
No rate schedule change
No service type change
Basics Bills Interactions
2+ years after account start
Find The Right SMB Customers To Call (Evolving Criteria)
2+ years after account start
Business types
Not contacted by other programs
Geography
Credit scores
Certain bill cycle
Solar true-up billsAvoid spiky load in 1-3 days
Valid phone number No assigned representatives
Size falls into SMB definition
Not on suppression list
Cohorts
Online account/recent calls
Average daily bill increase
Monthly bill increase
Billing date
No rate schedule change
No service type change
Basics Bills Interactions
10
Recent Satisfaction Performance
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• Early signs of success in customer satisfaction observed in recent quarters • This project is one of several that drives the score higher
SMB Customer Satisfaction Score
Project Timeline
Critical Factors To Success
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• Feedback Loop
• Data Analytics
• Timing
• Customer Rep’s Engagement
• Leadership Support
Agenda
What to say and
how to say it when
engaged with SMBs
after they receive a
high bill
2Target SMB for
outreach using big
data and continuous
improvement
1
When Algorithms and Customers Meet
13
Preparation Is The Key
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The Rep reviews the account to identified what the potential cause could be…
• Was it weather? • Changes in operations? • Or something else?
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The Proactive Call
“We noticed an increase in your current bill compared to your bill from the same time last year”
Customers either validated their high bill or was not aware
The First Step in Helping the Customer
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We walked the customer through the process to register their account online at www.PGE.COM.
By registering their account helps take control of usage and get the answers real-time when it is convenient.
In addition, advisors share tools and resources that can help identify the increase cause, help to set up alerts to avoid bill surprises, and find ways to save.
“What can I do to avoid surprise?”
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Advisors help the customer avoid surprises by setting up their Profile, Notifications and Alerts
• Bill Forecast Alerts • High Usage Energy Alerts • Peak Day Pricing Event Days• Payment Alerts• Budget Payment Plan • Payment Arrangement Reminders
“What can I do to save money?”
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Cost and Usage Trends enables you to see your energy usage history to identify the times and activities that impact SMBs bill.
“What can I do to save money?”
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This allows the users to see if their cost or usage has changed, are there unusual spikes or valleys. In this example, the business was closed for a holiday.
“What can I do to save money?”
Ways to Save provides a customized energy savings plan for a business and a roadmap to save up to 25% off of the SMBs annual energy bill.
• Saving Tips
• PG&E Energy Efficiency Programs/Rebates
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Results – Customer Success
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• "I am really very pleased with the phone call! Thank you very much for this help!"
• "I really appreciate the phone call and the help!“
• "Thank you so much for being so concerned for us!"
• “This was not a call that I have received before and it was Awesome".
• "Thank you very much for the tip! It's really appreciated!"
• "Wow! I think this is a really great service! Looking out for us, that is really appreciated, thank you!"
• “…a company as big as you guys are, to take the time to do something like this, is just amazing, and I really appreciate it!“
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Q&A
Sarah Jin Sarah.Jin@pge.com
Tina Williams Tina.Williams2@pge.com