Helpful Online Resources Provide Self-Service, Easy-To-Use Tools
BATON ROUGE, La. – After listening to
customer feedback, Entergy Gulf States Louisiana, L.L.C. and Entergy Louisiana,
LLC have unveiled a new series of online tools and resources, aimed at helping
customers save money on their monthly utility bills.
The new online tools are known as
myAdvisor, myHome and myResources.
“Our customers told us clearly
through interviews and focus groups that they needed our help in saving money on
their monthly utility bills,” said Steven Scheurich, vice president of customer
service and external affairs for Entergy’s Louisiana utilities. “A team of
Entergy employees listened, understood the need and began to think creatively
from an ‘outside-in’ perspective about how to meet that need.”
Hosted by “Tom,” Entergy’s
entergylouisiana.com/savemoney website provides easy access to several
innovative online tools and an interactive virtual experience through which
customers are invited to explore topics such as:
Understanding their bill.
Tom helps customers get easy-to-understand answers to common 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 that help customers decide what pay option best fits
their specific needs. Tom offers options in a new and unique way that will
be very useful to the customer and easy to understand.
Saving money. Tom walks the
customer through a quick description of the type of home they live in and
checks for the customer’s relative skill level in working around the home.
Based on that information, Tom makes money-saving suggestions. For more
detailed questions, Tom directs them to myHome, the virtual house designed
to help customers save money.
“The customer makes the decisions,
which puts them in control,” said Scheurich. “That’s one of the things that
customers told us they want, and that’s what Tom and myAdvisor provide.”
The employee team developing the new
services also heard customers say that they need even more self-service,
easy-to-use tools to help them save money and they looked to Entergy as the
The result is myHome, a unique
experience for Entergy customers which combines online virtual graphic
technology with video technology.
Hosted by the Anderson family, myHome
is a virtual money-saving experience. The tool makes it easy and entertaining
for customers to find a variety of money-saving tips using video media.
Customers can virtually visit
different rooms in myHome, view an introductory video featuring the Anderson
family and select a particular savings topic designated by a “leaking dollar
sign” icon. Customers can view a do-it-yourself video segment on that topic,
including step-by-step instructions on ways customers can reduce energy usage.
By doing so, customers are not only helping save money, they are also helping
save the environment.
All these new tools and services are
breaking ground toward a new level of customer service. To showcase them,
Entergy’s Save Money Web page has a fresh, more user-friendly look that serves
as a host site and resource center. An additional page called myResources
is a library for customers to research and find specific actions they can take
to lower their utility bill.
employee-driven tools are the result of a lot of listening and learning on the
part of Entergy to determine customers’ needs today and in the future,” said
Scheurich. “We want customers to know this is just the beginning of enhanced
offerings we believe provide a very positive experience for our customers.”
Entergy Louisiana, LLC and Entergy
Gulf States Louisiana, L.L.C. serve more than one million customers in
Louisiana. With operations in southern, central and northeastern Louisiana, the
companies are part of Entergy Corporation’s electric system, serving 2.8 million
customers in Louisiana, Arkansas, Mississippi and Texas.