 |
|
|
|
|
|
Event Proceedings Details for Confirmed Registrants of...
|
Home Emergency Repair Programs:
Increasing Customer Satisfaction With No Added Costs
originally presented Wednesday, February 11, 2009
|
The web-based panel presentation featured case studies of electric, gas, and water utilities throughout the United States that are discovering how residential customer service enhancements such as home emergency repair programs can be key drivers behind increases in customer satisfaction scores among program participants.
Discussion focused on how these programs can be added to a utility's product portfolio as revenue-enhancing during times when budget constraints may be leading to service cutbacks elsewhere.
|
 |
|
|
Event
Presenters and Presentations:
Click on  to download and listen to the audio file (.mp3 format) of the presenter,
and click on title of presentation to view in Adobe .pdf format. (download Adobe Acrobat (.pdf) Reader)
|
Lorrie Maggio,
Manager, Marketing Services, Progress Energy Carolinas
|
| |
Contact:
lorrie.maggio@pgnmail.com
(919) 546-4033 |
Lorrie is responsible for
residential products and services, including
Balanced Bill (a fixed bill product. She has held
several product development and program management
positions roles since joining Progress Energy in
1993.She worked for NYSEG in Binghamton, NY for 18 years
in various positions, primarily supporting the
residential market. Lorrie earned a Bachelor's degree
from NC Wesleyan College and a Masters in Business
Administration degree from John E. Weems Graduate School
(at Meredith College) in Raleigh, NC. |
| |
|
|
Home Repair Programs
Increase Customer Satisfaction
|
|
|
Ted Nolte,
Managing Consultant,,
PA Consulting |
| |
Contact:
Ted.Nolte@PAConsulting.com
(908) 635-3013 |
Ted has over 20 years
of consulting experience in the energy industry with
primary focus in the areas of performance improvement,
customer service and meter to cash operations. He is a
recognized industry expert in the area of risk
management and helps clients balance customer
satisfaction with the need to collect. Ted is also a
member of PA’s U.S. energy utility benchmarking program,
Polaris, which tracks utility performance across the
entire meter to cash function.
|
| |
|
|
Utility customer satisfaction
and the potential impact of home services
|
 |
|
Peter Buttrick,
Vice President, Business Dev.,
Home Service |
| |
Contact:
PeterButtrick@hsusacorp.com
(203) 962-4734 |
Before joining Home Service, Peter
owned Buttrick Consulting for 14 years, specializing in
business development for the energy, financial services
and affinity marketing sectors. His clients have
included Edison Electric Institute, Allegheny Power,
Home-Link Services, Pacific Gas & Electric, BPA, and
Pacificorp. Peter was a Vice President with GMAC, and a
Regional Manager with First Union Bank. He earned a
Bachelor’s degree in History and Economics from Boston
College. |
| |
|
|
Implementing Home Repair Programs:
Key Factors to Improving Customer Satisfaction
|
 |
|
Moderator: Ed Thomas,
Director, UtilityExchange.org |
| |
Contact:
ethomas@utilityexchange.org
(970) 209-8347
|
UtilityExchange.org produces in-person and web-based activities where utilities, energy-related organizations, and contractors may learn and network regarding energy efficiency, renewable energy, customer service, marketing, sales, and enhanced business operations. UtilityExchange.org is an affiliate of the Electric & Gas Industries Association, a non-profit organization dedicated to advancing energy efficiency and renewable energy solutions.
|
 |
Post-event questions and answers discussion>>>>>>>>>>>>>>>>>>>> |
|
 This Utility Web Exchange event
is hosted by Home Service.
Home Service, the premier provider of managed home emergency repair programs, partners with utility companies to offer residential customers a range of products designed to provide peace of mind and fast, effective help when an emergency occurs around the home. Home Service is a fully outsourced service that allows utilities to offer their customers protection from the expense and inconvenience of an emergency breakdown of the water service line, sewer lateral, internal plumbing, gas supply lines, or electrical wiring. Protection plans are also available for heating and cooling equipment breakdowns. These protection plans are branded under the partner company name but Home Service fully funds and manages all aspects of the program to include: product design, marketing, service fulfillment and quality control. Learn more at www.hsusacorp.com
|
|
|
|
|
|
|
