Company rolls out self-service tools online

JACKSON, Miss. – Customers have spoken and Entergy has taken action.

“Our customers told us clearly through interviews and focus groups that they needed our help in saving money on their monthly utility bills,” said Gloria Johnson, Entergy Mississippi, Inc. customer service director. “A team of employees listened, understood and began to think creatively about how to meet that need.”

The result? Meet “Tom” and explore other helpful resources at entergy.com/savemoney. The website has several innovative tools with a level of detail and support unique to the electric industry.

Tom, Entergy’s myAdvisor, hosts the site which provides an interactive virtual experience where customers can explore topics such as:

• Understanding your bill. Tom helps customers get easy-to-understand answers to questions as simple as “What’s a kilowatt-hour?” to more complex inquiries such as “Help me understand what a fuel adjustment is.”

• Finding suitable payment options. Tom asks questions to help customers decide what pay option best fits their needs. Tom offers options in a new and unique way that is useful to the customer and easy to understand.

• Saving money. Tom walks the customer through a quick description of the type of home he or she lives in and checks for the customer’s skill level in working around the house. Using that information, Tom makes money-saving suggestions. For more detailed questions, Tom directs customers to myHome, the virtual house designed to help customers save money.

"Providing this level of help in this manner lets customers make the decisions, which puts them in control,” said Johnson. “That’s what customers told us they want, and that’s what Tom and myAdvisor provide.”

The employee team developing the new services knew that Entergy already provides a number of resources, such as ENsight and Simple Steps, to help customers manage energy use. But what the team heard customers say is that they need even more self-service, easy-to-use tools to help them save money and they looked to Entergy as the energy-saving experts.

The result is a unique experience for Entergy customers offered through myHome, which combines online virtual graphic technology with video technology.

“There’s really no other tool in the industry like this when it comes to helping customers save money,” said Johnson.

Entergy Mississippi, Inc. provides electricity to more than 435,000 customers in 45 counties. It is a subsidiary of Entergy Corporation. Entergy is an integrated energy company engaged primarily in electric power production and retail distribution operations. Entergy owns and operates power plants with approximately 30,000 megawatts of electric generating capacity, and it is the second-largest nuclear generator in the United States. Entergy delivers electricity to 2.8 million utility customers in Arkansas, Louisiana, Mississippi and Texas.

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Twitter: @EntergyMS