How to deliver personalized customer experiences with AMI 2.0 data

AMI 2.0 is an exciting opportunity because it can help transition utilities from retail business models to more customer-centric service models by functioning as two-way communication channels.

This communication network can deliver a better customer experience in multiple ways, and help companies develop digital-first products and services that meet changing consumer needs.

Getting ahead of energy usage with personalization

Smart meters are typically viewed as time-of-use devices because that was their original use case. Energy pricing can differ based on the time of day, and consumers can adjust their lifestyles to monitor their energy consumption. While this static model works well for people with stable, predictable schedules, it does not serve people on shift work or who are home during the day who may need more flexibility.

Understanding how much electricity a hairdryer or toaster oven consumes can demystify usage. Providing details on energy consumption can help consumers see where and when they are using energy most. Providers could also offer real-time tracking or alerts for energy usage, or pay-as-you-go programs that could eliminate the need for security deposits.

Proactive communications power better customer service

Data provided by AMI 2.0 can help enrich customer experiences, but utilities need to understand all the options and possibilities. The key is to make sense of that data and turn that information into something that appeals to customers.

For example, during a power outage, AMI can provide the on-site data needed to assess the severity of the outage and mobilize the right number of field crews. It can also help pinpoint where the problem happened. Proactive notifications throughout this process can keep customers informed even when the lights are out.

When AMI data is combined with customer service data, agents are better equipped to understand unique customer issues. Utilities can then determine the programs that deliver the most value to their customers.

Improving customer experiences with next-gen AMI

Utilities can use AMI 2.0 to understand customers, improve the experience, get creative, and think outside of the usual box. With more visibility and data, the possibilities and use cases can be endless.

Capgemini’s Next-Gen AMI incorporates smart metering, smart analytics and smart grid capabilities to drive organizational efficiency, enable new services and address a wide range of customer experience challenges.

Get in touch to learn more about how Capgemini can help you realize your AMI ambitions.

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