Research Projects
Since 2002, the CCRC has spearheaded a number of strategic and tactical initiatives and published a catalog of thought-leading research reports. A number of the areas we have considered are outlined below.
Strategic Topics:
- Customer Segmentation Strategies - The need to understand customers is challenging companies to develop approaches related to obtaining, analyzing and leveraging customer information. Paramount to a successful 'customer experience' design is an understanding of the needs and desires of customers within specific market segments. The main focus of this initiative was to explore the drivers behind why companies have elected to perform advanced segmentation studies, examine how companies are leveraging this information in the design of their 'customer experience', and identify the various market segmentation models that are providing the most value for charting evolving customer expectations.
- Customer Service Model 2011 - The focus of this effort was to examine the strategic implications of how utilities are likely to manage their customers in the future and the impact this will have for utility operations and business models. The group researched trends in technology, regulation, customer behavior and sourcing, and tested various scenarios against these dimensions.
- Customer Communication - This research evaluated the impact of different communication strategies on customer satisfaction call volumes.
- Customer Service Quality, Regulatory White Paper and Working Group - The focus of this initiative was to highlight the strategic implications of CSQ standards for utility operations and business models. The white paper and working group built upon previous CCRC research in this area, including survey work and the framework laid out in the business case analysis, in order to highlight successful member strategies during rate cases connected to CSQ standards, and facilitate a dialog among members on CSQ issues and strategies.
- Transformational Outsourcing - In light of the TXU deal with Cap Gemini, the CCRC conducted a review of recent transformational outsourcing deals with respect to drivers and value propositions. TXU discussed the strategy behind their outsourcing arrangements and a 'round-table' was conducted on the impact of similar deals on individual utilities and the industry as a whole.
- The Next Generation of CIS - Is the Industry Prepared? - This work reviewed the drivers behind new CIS systems, options available and strategies for regulatory cost recovery. A number of recent CIS implementations were reviewed along with 'lessons learned'. A 'round-table' was conducted on the impact of recent experiences on future investment.
Tactical Topics:
Customer contact...
- Customer Contact Sourcing Strategies - The customer contact center, once considered 'untouchable' by outsourcing, is now being surgically divided and resourced to either technology solution providers or third party vendors. This project team examined what is being sourced and how it is being sourced and identified the 'lessons learned' as customer interactions are being transformed via digital and wireless media. In addition, emerging sourcing models were identified and their impacts on cost and service quality examined.
- Customer Outage Communications Best Practices and the Use of Proactive Messaging Strategies - This project investigated the best practices and lessons learned from customer communication strategies used in responding to outages. The project identified how communication strategies are being used to reduce inbound call volume and increase customer satisfaction. The project also assessed regulatory opinions and concerns with respect to communications during an outage.
- First Contact Resolution - This multi-phased initiative is the first of its kind to employ both internal performance data and customer surveys focused on First Contact Resolution. The initiative is built upon the previous work of standardizing the definitions, data collection, data validation and reporting structure for First Contact Resolution benchmarking. Sponsors of the FCR benchmarking initiative obtained valuable information about the methodologies behind FCR data collection and approaches to data validation and performance reporting.
- Call Volume Reduction Strategy - This research identified and critically evaluated proven approaches for tracking, analyzing and reducing low-value-add customer contacts.
- Self-Service Strategies - This research reviewed the self service strategies and trends in the utility and other industries and identified successful approaches to utilize these strategies to reduce cost.
Revenue cycle...
- 'Next Generation' Electronic Billing, Payment and Remittance Strategies - This project addressed the strategic issues regarding electronic billing, payment and remittance strategies and presented cross-industry best practices being implemented within the emerging EBPR industry and highlighted various business models and standards. CCRC members formed an EBPR Working Group to sponsor ongoing research and advocate e-billing and e-payment industry policies and standards that align with utility industry interests.
If you are interested in discussing these research initiatives or any other issues related to the CCRC and how we work, please contact Tim Douek on tdouek@navigantconsulting.com; tel:1 215-832-4410