EnterSpace Personalization Suite™ for Utilities — Regulated & Unregulated Electricity, Gas & Water

Multi-channel, 1-to-1 interactions with millions of customers…one customer at a time.

Deregulation has caused a tremendous need for the utilities industry to embrace initiatives that improve customer relationships. Every utility faces the need to deliver reliable service in a customer-friendly environment through every customer-facing channel. All utilities are looking to increase customer loyalty, improve customer conversion and decrease customer acquisition costs. Personalization offers the utility industry an ability to meet these business goals, moving closer towards a paradigm that views consumers and businesses as a lifetime revenue stream versus a monthly transaction number.

Personalization Based on the Current Session & Transaction, not just Past Information There are a number of personalization and CRM (customer relationship management) solutions for utilities. Many are adequate; but most lack true real-time functionality. Customer segmentation occurs offline generally in some sort of periodic batch processing not while your customer is clicking through your web site or on the phone with a call center representative. The result is categorization, not personalization. But customers don’t want to be thrown into large buckets; they want a 1-to-1 relationship. Moreover, as level of personalization increases to include session/ transactionally sensitive variables; like session clickstream, usage levels, etc., the ROI for personalization initiatives improves substantially. Jericho Systems can make customized content decisions during every transaction; online and over the phone.

For Example Personalization offers substantial opportunities to improve customer service and satisfaction. One such opportunity would be to leverage the EnterSpace Personalization Suite to analyze a customer’s attributes, history, and usage characteristics to determine; at the time when the customer enters the utility’s web site or calls customer service, which programs and services best match the needs of the customer.

Multi-Channel Personalization™ As the example above conveys, Jericho Systems’ personalization is enabled through any customer-facing touchpoint, i.e. web, call center, voice response unit, etc. Most personalization solutions operate on a single channel. Online personalization packages generally do not interact with call center personalization systems causing customer-specific messages to be inconsistent and drastically increasing the expense to implement personalization solutions. Who wants to buy two or more systems to do one job?

Centrally and Easily Administered, Enterprise-Wide With Jericho Systems, personalization is a function brought to the enterprise level. From the ground up, the EnterSpace Personalization Suite is built for distributed administration of personalization opportunities. There may be personalization rules that operate across the entire enterprise, and personalization rules maintained by a specific division, region or office but the infrastructure and interface is consistent through the enterprise. In addition, the GUI for the management of personalization rules is built for the non-technical, but business savvy user.

Quickly Leverage Enterprise Information for 1-to-1 Relationships Within most utilities, information silos exist creating walls between you and your customers. Jericho Systems tears down these walls by giving you the ability to rapidly connect to these disparate data sources and use them for your real-time personalization initiatives.

Utilize Real-Time, Digital Feedback to Improve Personalization Initiatives for Greater ROI Your customers’ behavior has enormous value. The EnterSpace Personalization Suite captures information about your customers and their decisions that has never before been effectively made available or utilized. For every personalization decision, the tool captures relevant information about the customer, the situation, the transaction and the content offered to them. This is stored in a repository that may be referenced by future decisions. This provides an adaptive capability which enables you to avoid saturating a customer with repetitive messages and enables customized content to be based on customer choices and behavioral patterns.

Our enterprise software tool creates a personalized environment, through whatever channel, whenever your customer chooses to enter that channel.

With the EnterSpace Personalization Suite, Utility Companies Gain Numerous Solutions, Including:

• Multi-Channel, Targeted Offerings to Consumers & Business, 1-to-1 based upon known customer attributes, services provisioned, billing, etc., and situational parameters including session clickstream, current usage levels, etc.
• Personalized Up-Selling, Cross-Selling and Bundling real-time, customer-centric messages to induce purchases; bundle bills into average rates; improve the online billing environment.
• Individualized Co-Marketing and Co-Branding Offers present the best customer-specific offers from your partners in real-time.
• Secure, Online Intuitive Portals and Self-Care Solutions in a controlled fashion, give your customers the content they want, when they want it; to advance customer relationships in real-time, while at the same time providing you with tremendous opportunities for targeted offerings.
• Unique Credit Offers & Bill Financing real-time, rules-based credit checks provide 1-to-1 opportunities for credit offers.
• Sophisticated, Tailored Customer Loyalty Programs personalized for business, consumers and government.
• Real-time Alerting Capabilities like personalized service news or outage information directly relevant to your customer. Send these alerts via e-mail or wireless device.
• Tailored E-Mail and Newsletter Solutions 1-to-1 messages personalized customer-by-customer.
• Online Advertising Auctions if your site has outside advertisers, enable them to compete for the right to present messages to your clients.
• Robust Online Registration Solutions including hosting, design and messaging capabilities.
• Simple Integration with Existing Customer Applications and Data Sources including CRM, order, billing, service request, energy trading/ optimization data sources and other enterprise data sources.

Utility Companies’ ROI in Jericho Systems is Derived from:

• Increased Revenue through offering the right products and services 1-to-1; right now
• Increased Revenue through increased customer acquisition and loyalty due to 1-to-1, real-time personalization
• Increased Revenue through 1-to-1 up-selling, cross-selling, product bundling, co-marketing and co-branding
• Decreased Costs of time to market and enhancement of personalization initiatives enterprise-wide
• Decreased Costs from secure and robust self-care solutions

The EnterSpace Personalization Suite can scale to millions of personalization decisions per second, for user communities in the tens-of-millions, in a real-time, parallel scaling, fault-tolerant environment.