Pushing digital transformation through the organization

By I.S. Dunklin, Director of Analytics and Research –

As more utilities adopt digital platforms to interact with their customers externally and improve their operations internally, utilities are faced with the pressing question of how to transform their organization, business practices, and ways of working to fully leverage these new technologies.

In a webinar presentation last week, Oncor outlined many of the new digital platforms the company has introduced to improve customer satisfaction and experience. This array of technology is impressive on its own, but Oncor has also taken the next step to embed those technologies within their own teams and work processes.

Oncor has developed an internal employee smart phone app that gives information on an array of utility initiatives. But driving employee adoption of the app has also been an area of challenge, with eventual success.

Oncor collected and distributed stories of employees using the new app to help encourage uptake and allow employees to access information on the go. This was especially important as customers recognize utility employees and ask them for information when they are away from other devices.

Utilities can build great technology, but unless they drive user adoption and change business processes, they will not be able to take advantage of the new platforms and serve customers better.

For more information on how Oncor drove this success, please watch the full webinar here. (Chartwell members only.)

If you are interested in becoming a Chartwell member, please contact Tim Herrick.

Thanks for your interest!

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