Customer Management Strategy and Demand Side Management

The way of doing business for the last several decades is being changed due to regulatory and consumer demands.  Utilities are being expected to help their customers to regulate their demand and consumption as we face rising energy costs.  Both a strong Demand Side Management (DSM) business case and a multi-channel communication strategy are pivotal for managing these drivers.  Simply building strong energy consumption controls and effective rate plans are not enough to bring smart grid project success:

• Will customers know what programs are available and how to utilize your programs?
• How will customers know and understand the benefits of participating?
• Are the tools and technologies in place to provide a favorable user experience?
• Are customers adequately informed of the available programming through current methods of communication?
• Are smart grid project goals attainable with current demand management structure?

Effective Customer Management
West Monroe Partners helps utilities design and implement Demand-side Management programs to meet unique utility needs while driving customer adoption of the programs through proactive and effective customer-centric experiences. Utilizing the following techniques West Monroe delivers effective programs to many electric utilities: 

• Develop a Demand Side Management business case
• Strategically design communication structure to educate and inform customers and stakeholders
• Design the customer experience: the programs, tools, and benefits to enable customer action that meet the demand goals.
• Develop the customer personas and segments that will tailor the demand messages to the right audience while building plans to handle feedback, outreach, and crises.
• Create the marketing strategy for demand programs by customer segment
• Manage the partner channels responsible for fulfilling customer orders.
• Build a rich multi-channel user experience that allows customers to self-serve and take informed action on demand through the medium that best suits their need.
• Improve and modify the programs as needed based on ongoing review of KPIs and goals through a continuous improvement initiative.

Through a proven approach and strong DSM credentials, West Monroe’s Customer team can help your utility achieve demand goals through the execution of customer programs.  Vast service competencies including CRM strategy and implementation, information architecture, ePortal and online development, and customer change management uniquely position West Monroe to assist your utility in maximizing smart grid success.