How Utilities Can Improve Digital Customer Experience With Mobile App Development

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How mobile apps will be adopted by the energy sector in 2022

While many organizations have already introduced or started developing mobile apps, more are yet to come. Apple and Google currently offer mobile meter reading apps that allow customers to monitor their energy and water usage. But these applications only represent customer use cases.

As a recent Accenture report points out, “Future utility value propositions will be defined as much by technology capabilities as by business strategy. A utility’s ability to generate value will increasingly be based on the limitations and opportunities of its technical architecture.

Utility owners would be wise to invest in the infrastructure that supports mobile app development, along with “the abundance of technology available – AI models, cloud, edge computing, and hardware and computing design “, says the report.

MORE FOR UTILITIES: Find out how artificial intelligence can unlock the power and value of the data that power companies collect.

How digitization can help utilities improve the customer experience

It’s no secret that data is at the heart of every technology deployment. The desire to harvest data – and unlock the value it offers – is driving the digital transformation efforts companies around the world are pursuing. And part of the secret to unlocking that value is using data to improve the user experience.

As the JD Power study indicates, “every customer interaction with their local electric, gas and water service reflects their overall experience. It’s critical for utility companies to deliver services that delight customers at every touchpoint – from reviewing account information online, to paying on their mobile app, to solving a problem. by email.

A recent blog post from Forbes agrees and suggests that “utilities should transform customer interactions from being primarily transactional into true customer engagement opportunities that enable two-way dialogue.”

Smart meters are just one of many tools that utilities can use to gather data that would help them better understand customer needs. “Marketers can use a number of data analytics tools to gain insights at this level and use the insights to create communications that drive customers online or to mobile apps,” the post reads.

READ MORE: Learn how technology can help stabilize the power grid.

How Mobile App Adoption Can Provide Competitive Advantage to Utilities

Many experts pointed out that utilities need to understand the needs of their customers and that mobile apps allow them to collect data and direct their marketing efforts to better achieve their goals.

According to JD Power, “Consumer behaviors and expectations are changing, and businesses need to be able to deliver services when and where their customers want them. Utilities that understand their digital strengths and weaknesses will be better positioned to improve customer satisfaction by deploying resources to improve areas that will have the most impact.

According to the study, among the benefits that mobile apps can offer these companies are the ability to understand how customers are currently interacting with their utility companies; the ability to determine how well digital touchpoints meet customer expectations; and the ability to identify areas of a website or mobile application that need improvement. For companies that lack the technical expertise to achieve these goals on their own, a strategic partnership can provide the experience and knowledge needed to modernize applications to meet customer expectations.

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