Utilities are facing a host of challenges ranging from environmental concerns, aging infrastructure and systems, to Smart Grid technology and related program decisions. The future utility will be required to find effective solutions to these challenges, while continuing to meet the increasing expectations of newly empowered consumers. This brings an opportunity to create stronger, more profitable relationships with customers, and to do so more cost effectively.

Around the world, utilities are under pressure. Citizens demand energy and water that don't undermine environmental quality. Regulators seek action on smart grids and smart metering initiatives that add intelligence to infrastructure. Customers seek choice and convenience - but without additional costs.

Around the globe, utilities are re-examining every aspect of their business.

Effective management of the future utility will require focus on desired business outcomes in a customer-empowered world of rapidly changing technology.

With the new administration talking about a trillion dollars of infrastructure investment, the time for the intelligent utility of the future is now. Political pressure and climate change are going to drive massive investments in renewable and clean energy and smart grid technology. These investments will empower customers through the launch and adoption of demand response and energy efficiency programs.

Utilities are facing a host of challenges ranging from environmental concerns, aging infrastructure and systems, to Smart Grid technology and related program decisions. The future utility will be required to find effective solutions to these challenges, while continuing to meet the increasing expectations of newly empowered consumers. Cost management in addressing these challenges is important, but delivery of value is what truly balances efficiency with customer satisfaction.

Utilities can improve relationships by embracing the rollout of smart metering and other services that enhance offerings and maximize profitable growth opportunities.

A little over a year ago, the challenges facing the global energy and utilities market were driving a significant wedge between utilities and their customers. In Western European markets, price increases across gas, electricity and water, combined with increased corporate earnings, left many utilities in the uncomfortable position of being seen as profiteering from customers unable to change suppliers for significant benefit.

Leveraging customer-experience management techniques allows utilities to gain more value from smart grid and advanced metering deployments.

THE CHANGING DYNAMICS OF CUSTOMER RELATIONSHIPS

The utilities industry is in transition. External factors - including shifts in governmental policies, a globally felt sense of urgency about conserving energy, advances in power generation techniques and new technologies - are driving massive changes throughout the industry. Utilities are also under internal pressure to prevent profit margins from eroding.

The utility industry is in transition. Changing customer needs and expectations are redefining how utilities understand, plan and execute superior customer experiences. In addition, new technologies are enabling new ways to interact with customers.

Chances are good that you can significantly improve your call center performance. But the key to future success is understanding the current state of your call center operations.

The great American philosopher Yogi Berra once said, "If you don't know where you're going, chances are you will end up somewhere else." Yet many utilities possess only a limited understanding of their call center operations, which can prevent them from reaching the ultimate goal: improving performance and customer satisfaction, and reducing costs.

Utilities face three key barriers in seeking to improve their call center operations:

The utilities industry worldwide is experiencing growing energy demand in a world with shifting fuel availability, increasing costs, a shrinking workforce and mounting global environmental pressures. Rate case filings and government regulations, especially those regarding environmental health and safety, require utilities to streamline reporting and operate safely enterprise-wide. At the same time, increasing competition and costs drive the need for service reliability and better customer service. Each issue causes utilities to depend more and more on information technology (IT).

Panasonic presents a tool for helping enterprises determine mobile devices with the best TCO and ROI.

Mobile computing capabilities have been proven to drive business value by providing traveling executives, field workers and customer service personnel with real-time access to customer data. Better and more timely access to information shortens response times, improves accuracy and makes the workforce more productive.