DTE Customer Experience Carmen Welch Director, Customer Experience - - PowerPoint PPT Presentation

DTE Customer Experience

Carmen Welch Director, Customer Experience July 28, 2016

Who is DTE Energy?

2

• DTE Energy is a diversified energy

company involved in the development and management of energy-related businesses nationwide

• Headquartered in Michigan, with
• perations in 24 states and 10,000

employees

• Operates regulated utility companies that

provide electric and/or gas services to more than 3 million residential, business and industrial customers throughout Michigan

• One of only 20 companies whose stock

has traded on the NYSE for over 100 years

States with DTE Energy operations

DTE Gas DTE Electric HQ

DTE Energy currently offers several channels for customers to interact with us and conduct business

3

• 1. * 2015 Utility Website Evaluation Study. App ranking among those with sample size of 30 or more.

Customer Service Representative

• Able to handle any

transaction customers need to complete

• Currently hiring

additional representatives IVR (Interactive Voice Response)

• Handles payment,

billing, move-out, and outage transactions

• Multi-year project is

underway to upgrade our IVR Website

• Redesigned

website launched in October 2015

• Handles payment,

billing, move- in/move-out, and

• utage

transactions Kiosk

• Handles payment

transactions

• Provides ability to

make payments with cash at locations convenient for customers Mobile App

• Handles

payment, billing and outage transactions

• Mobile App

ranked #3 by J.D. Power among utilities*

1%

29% Interactions 26% Interactions 37% Interactions 1% Interactions 7% Interactions

In the past 4 years, DTE Energy’s focus has changed from providing good customer service to

• ffering an excellent customer experience

4

Customer Service Customer Experience

Responsive redesign of DTE website to enhance experience and mobile friendly

Launched New Website Outage Tracker App Improved Mobile App & Introduced DTE Insight App Mobile App DTE Website

Increased functionality of mobile app Introduced New DTE Insight app leveraging AMI capability to allow customers to track and monitor home energy usage Increased adoption of self-service channels

2014 2017

Insourcing calls to improve call quality

DTE Vendor

Introduction of a robust outbound communication Channel Call Handling Mix

21M YTD 400K YTD 600K YTD

Customers are driving the demand for the migration from a multi-channel to an omni-channel customer experience

5

6

Omni-Channel

Customers are able to contact us using any of our channels and then switch channels while retaining past history and context

Multi-Channel

Customers are able to contact us using multiple channels

In order to meet our customers’ needs and provide a stellar experience, we are working on plans to migrate from Multi-Channel to Omni-Channel

CSR IVR Web Kiosk Mobile App CSR IVR Web Kiosk Mobile App Customer Customer