| This week's sponsor is Oracle. |  | Making the Most of Your CRM: How Best-in-Class Sales Teams Maximize Revenue and Customer Experience
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Also Noted: Smart building spending and much more... Utilities offer lessons on using social media effectively
Attendees at the AESP Spring Conference received first-hand lessons on how utilities can use social media effectively.The objective is to retain customer's attention during periods of calm. Both National Grid and Northeast Utilities report that their followers have not diminished throughout the calm after the storm. Article
Investors still harbor concerns over carbon disclosure
The high-cost, high-carbon capital expenditures by fossil fuel companies could have questionable profitability in a carbon constrained world, according to research by the Carbon Tracker Initiative (CTI). Article
Poaching industry talent not a great idea
The lack of a skilled workforce in the face of upcoming retirements is not only felt in the United States, but is a threat to the oil and gas industry globally. In the United States alone, many large employers risk losing 50 to 80 percent of their retirement-eligible population in the next five years, according to Mercer's energy consulting practice. Article
News From Across the Energy Industry:
1. Demand response PJM's saving grace in Polar Vortex
2. SF Bay encouraged to "Experience Electric"
3. Transco projects to provide supply-demand connection to National Grid
More headlines...
Today's Top News 1. SmartView AMI pilot gets smart grid honors
The International Smart Grid Action Network (ISGAN) and the Global Smart Grid Federation (GSGF) have named Entergy New Orleans's SmartView Advanced Metering Infrastructure (AMI) pilot project as the winner of the inaugural ISGAN Award of Excellence. The project, which focused on consumer engagement and empowerment, was selected from more than 40 nominations from 15 countries. According to GSGF Executive Director Ronnie Belmans, the SmartView project exemplifies the successful empowerment of consumers to achieve remarkable societal benefits associated with smart grids. The SmartView AMI pilot project helped 4,700 low-income consumers to use AMI technologies to better manage their energy use and reduce their energy bills. Consumers were invited to participate in a variety of demand response programs, including programs that provide rebates for reducing energy use during peak periods and reducing air conditioning use through load controls. Entergy New Orleans' worked with the New Orleans City Council and community organizations to introduce AMI technology, educate participants, produce energy savings, and provide a platform for the implementation of future smart grid technologies. Approximately 80 to 90 percent of the program participants believed the program saved them money on their energy bills, and more than 90 percent expressed interest in participating on a permanent basis. "The Award of Excellence marks the SmartView AMI pilot as a leading example of consumer engagement and empowerment around the world," said Dr. Michele de Nigris, chair of ISGAN's Executive Committee. "It demonstrates an approach that other organizations could use to successfully engage with their consumers." For more:
- see this factsheet Read more about: Entergy
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2. Utilities failing to meet customers' online mobile needs
Even though utility websites are improving, many are failing to meet customer expectations around online mobile needs, according to J.D. Power's 2014 Utility Website Evaluation Study (UWES).  | | Credit: H Lundgaard/Wikimedia Commons | Utility website satisfaction has improved to 422 on a 500-point scale -- up 6 index points from 2013. While only two websites scored 440 or higher in 2013, 10 utilities reached that achievement this year. Notably, one in five (20 percent) utility websites included in the study have not improved year over year. "One of the biggest challenges the utility industry faces is designing their websites to deliver consistently excellent experiences on multiple screen sizes, such as a desktop or laptop, tablet and smartphone," said Andrew Heath, senior director at J.D. Power. "Customers are increasingly accessing their account information online from their desktop/laptop computer and there is a built-in expectation that they will have a similar experience with their utility's website on any device." The number of customers visiting their utility's website via their smartphone or tablet has more than doubled in 2014, with visits via smartphone increasing to 54 percent from 26 percent in 2013, and visits via tablet increasing to 52 percent from 24 percent year over year. More than 40 percent of utilities do not have a mobile-optimized channel to access their website. While the desktop/laptop is primarily used to access account information or make a payment, mobile is important for reporting an outage or getting an outage update. Customer satisfaction with their mobile website experience averages 405, while satisfaction among customers using a desktop/laptop computer to visit their utility's website increases 6 points to 422 year over year. Utilities lag in satisfaction with website design compared to the credit card and insurance industries in common self-service tasks, according to J.D. Power studies, which examine the usability of utility websites by looking at 12 tasks: online account set up; account log in; view consumption history; review account information; make a payment; research energy saving information; update service; report outages; view outages; locate contact information; perform account and profile maintenance; and locate gas leak information. The tasks of viewing consumption history and researching energy saving information improve the most in 2014. Account log in and set up an online account are the most challenging tasks from a mobile device, compared with a desktop/laptop. Among the 75 utility companies included in the study, AEP, Portland General Electric and Southern Company perform well in overall customer satisfaction with utility websites when viewed from a desktop/laptop computer. Duke Energy-Progress, Southern Company and FirstEnergy perform well in overall satisfaction among customers when the website is viewed from a mobile device. For more:
- see this report Related Articles:
Randi Zuckerberg: Social media lessons for utilities
Utilities expanding social media presence Read more about: JD Power, mobile experience
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3. TXU Energy CEO on keeping customers
As retail electricity providers continue to expand their portfolios of products and services and regulated utilities face the possibility of competition, remaining focused on customers' needs and customer service continues to grow in importance, TXU Energy Chief Operating Officer Scott Hudson told energy executives at a recent forum.  | | Scott Hudson. | "TXU Energy is intensely focused on constantly improving the fundamentals of service," he said. "While we're developing innovative plans and products to meet consumers' needs and preferences, we're also investing in how we serve our customers." Customers are at the core of every TXU business decision. In addition to the company's long-standing customer listening sessions for executives and other leaders, TXU Energy has a robust social media response program, and engages with consumers across a wide variety of media outlets, as well as through its own ratings and reviews program. "For example, customers told us they wanted faster and more intuitive self-service through our 24/7 telephone system and fewer steps to reach a consultant when they need assistance," Hudson said. "We listened, and have delivered the industry's most advanced interactive voice recognition system." In 2014, TXU Energy began a project to evaluate every step at which consumers interact with the company -- from the customers' perspective -- to find even more opportunities for constant improvement. "While we have delivered a series of first-to-market innovations, including our two-way Brighten iThermostat, our Solar Lease program, time-of-use plans for business customers, and the first mobile apps and website in the competitive market," Hudson said, "we're equally proud of the work we do to keep our promises to customers." Customer satisfaction rates are at an all-time high at TXU Energy, and the company has been consistently rated above all other major retailers on the Public Utility Commission of Texas' complaint scorecard. For more:
- see this report Related Articles:
What's driving customer satisfaction with utilities?
TXU Energy hailed for business process improvement Read more about: TXU Energy
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4. Grid-tied microgrids driving demand for energy storage
Energy storage opportunities will continue to grow over the next 10 years, along with the microgrid market, according to Navigant Research. This will be driven by diesel fuel prices, a greater push toward renewable resources in microgrids, and ancillary service market reforms -- all of which underscore the business case for energy storage for microgrids. Energy storage systems deliver resource optimization (fuel, PV, wind), resource integration (PV, wind), stability (frequency, voltage), and load management services to microgrids as well as the traditional grid. Delivering services to microgrids -- and, in the case of grid-tied systems, to the centralized grid -- energy storage is becoming an essential enabling technology for all types of microgrids, according to Navigant, and can reduce the payback period of the microgrid by enabling an increase in the penetration of renewable energy sources or by reducing diesel fuel consumption. The strongest market for energy storage for microgrids will be the North American grid-tied customer-owned microgrid segment, which is supported by robust growth in microgrids and favorable regulatory developments, according to Navigant. "Rapid expansion of the microgrid market over the next 10 years will drive increased demand for energy storage associated with these systems," said Anissa Dehamna, senior research analyst with Navigant Research. "Energy storage systems can also allow participation in deregulated ancillary service markets, further improving the economics of the overall system." For more:
- see this report Related Articles:
Energy storage 2013 and beyond
CEC funds microgrid, energy storage research Read more about: energy storage, microgrids
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5. Entergy rebuilding after EF4 tornado
Entergy is recovering and rebuilding after five tornadoes, one an EF4 with winds up to 200 mph, damaged its Arkansas electrical facilities. While power has been restored to customers, Entergy Arkansas continues on a massive, coordinated effort to rebuild numerous transmission and distribution facilities, including the Mayflower substation -- one of three major substations that supplies power to metropolitan Little Rock.  | | Credit: Will Campbell/Wikimedia Commons | The path of the EF4, which occurred on April 27, was half a mile wide and the deadliest single tornado in Arkansas since 1968. "Entergy Arkansas is taking immediate and preemptive steps to ensure the integrity of the electrical system after extensive damage at our Mayflower substation," said Hugh McDonald, president and CEO of Entergy Arkansas, Inc. "In addition to building a temporary substation that will be in place by mid-June, we're using infrared technology to ensure undamaged facilities are operating smoothly and conducting more frequent aerial patrols to inspect and monitor critical transmission lines." The damage sustained has reduced the company's back-up power options to some customers. With summer approaching, Entergy must prepare customers for the possibility of a power interruption in the Little Rock area. Based upon Entergy Arkansas' damage assessments to date, preliminary estimates are between $90 million to $120 million for the transmission, substation and distribution rebuild before insurance proceeds. For more:
- see this report Read more about: transmission and distribution, Entergy
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Also Noted News From Across the Energy Industry:
> Report details quick transition to 100 percent renewable energy Post
> ISO NE efficient and competitive Post
> Research challenges theory that emission guidelines will hurt grid reliability Post
> Sustainable energy takes a 50-year view Post
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