New Customer Experience Mapping Platform Allows Utilities to Gain Visibility into Customer Touchpoints
E Source is pleased to announce the launch of JourneyHub, a journey-mapping platform that will allow utilities to easily trace customer touchpoints, share best practices as a community, and better understand how customers interact with and feel about their utility companies. JourneyHub enables utilities to see and objectively prove which activities and processes are costing them the most so they can determine where to strategically invest resources and make improvements. With the tool, utilities can have a big impact on customer experience and brand consistency, leading to improved customer satisfaction, advocacy, and loyalty.
“Journey-mapping is not a short-term trend or fad; journey maps create a long-lasting bridge between customers and employees. They’re becoming foundational for experience improvements. And it’s one of the first and most essential steps utilities can take to positively affect their business, employees, and customers,” says Peter Haid, director of E Source Customer Experience & Marketing. “Once you’ve analyzed your customer interactions, you’ll have the ability to score them and determine the impact, costs, and return on investment of each one. These insights are game-changing for customer experience departments.”
E Source has partnered with Touchpoint Dashboard to provide ongoing software development for the JourneyHub tool. “The Map, Analyze, Present methodology provides a streamlined, yet holistic, view of touchpoints across all channels and lines of business so you can better understand your complete customer experience,” says Bryan Surface, executive vice president of Sales for Touchpoint Dashboard. “JourneyHub will provide utilities the ability to visualize, collaborate, and share their customer journeys with key stakeholders across the organization. We’ve seen a dramatic uptick in companies that are finding quick wins for their customers, making smarter decisions, and building prioritized action plans for creating best-in-class customer experiences by collaborating across functional areas to dissect the customer journey.”
This E Source tool will help identify the components of customer journeys, such as starting and stopping service, outage communication and restoration, collections, energy-efficiency program participation, and interactions on the website and with the call center. JourneyHub customers will gain access to a community of other utilities that are mapping their customers’ journeys as well as map templates and best practices from the group.
“One of the most exciting features of this platform is the ability to get templates from other utilities and to receive feedback from the community,” says Haid. “With the increasing pressures to invest in better experiences, there’s no reason why we shouldn’t help each other move faster to catch up with the expectations being set by other industries. Undoubtedly, JourneyHub’s utility-only community will prove as valuable as the platform itself.”
For 26 years, E Source has been providing unbiased, objective research and advisory services to over 300 utilities and large energy users. Our energy experts have answered more than 8,000 questions over the past 3 years. This guidance helps our customers advance their efficiency programs, enhance customer relationships, and use energy more efficiently.
Touchpoint Dashboard offers the world’s first web-based SaaS customer journey-mapping application. It’s designed to give companies the ability to easily create insightful and action-oriented customer touchpoint maps that will help them improve their overall customer experience and business performance. For more information, visit development.touchpointdashboard.com.