Enhanced services help customers better plan their lives

JACKSON, Miss. – The Information Age is changing our world, including the way Entergy Mississippi serves customers.

New tools and services use technology to provide information to customers. The new offerings were developed through a partnership between employees and customers that let the customers help design experiences they want to have with the company.

“Customers told us they wanted to be better informed about their service, so they can have more control and better plan their lives,” said Gloria Johnson, Entergy Mississippi’s director of customer service. “We listened, and the result is an unprecedented level of communication with customers.”

For example, an enhanced communications system keeps customers better informed during outages. A similar system for service experiences is currently being tested in the Madison network. More information about what to expect when service is initiated is also being shared with new customers.

Outage Experience

Entergy Mississippi works hard to prevent outages, but when service is interrupted a new enhanced communications system notifies all affected customers--including those not already registered for another company notification program. A second notification is sent when a serviceman arrives on the scene, and customers are updated if additional crews are needed or if there is a change in the estimated restoration time. Customers are also given the cause of the outage, if known at the time. The result is that customers are better informed, just as they asked.

Welcome Experience

People also say they want to know what to expect as a new customer. As a result, when someone calls to initiate service, this traditional business transaction is the first step toward a more meaningful relationship with Entergy Mississippi:

• Service representatives tell customers up front about how long the service initiation call will last and offer them the option of initiating service online 24/7. This gives customers the options and convenience that research shows is important to them.

• Representatives give customers an average bill estimate for the new location that is based on previous usage. It is an estimate, since new owners may have different lifestyles and electric usage, but it helps customers know what to expect.

• Representatives record customers’ preferences for outage communications (text, phone or do not contact).

• Representatives ask customers to share their email addresses so Entergy will have still another way to communicate with them.

Service Experience Improvements

Service experience demonstration projects are underway in several local areas across Entergy’s four-state service area. These are designed to increase communication with customers who are having their service activated. Entergy Mississippi customers in the Madison network receive:

• An automated telephone call the day before the technician arrives to turn on the service. The message reminds the customer to ensure access to the meter. The message assures customers that company technicians will arrive the next day and lets customers reschedule if another day is more convenient.

• A “confirmation of completion” automated phone call the same day the work is performed.

• An email survey within 48 hours asking “How did we do?”

This information gives customers more control over how to plan their lives. If the project proves successful, the improvement could be expanded to other areas.
The new “Keep Me Informed” services complement new online tools and offerings aimed at helping customers better manage their energy use and monthly bills. The “Save Me Money” tools, announced earlier this year, are available at entergy.com/savemoney.

“Through these new tools and services, Entergy Mississippi hopes to create positive experiences beyond what’s expected,” said Johnson. “We believe that by keeping customers better informed and showing them ways to save money, we’re improving their everyday lives.”

Entergy Mississippi, Inc. provides electricity to more than 437,000 customers in 45 counties. It is a subsidiary of Entergy Corporation. Entergy Corporation 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, including more than 10,000 megawatts of nuclear power, making it one of the nation’s leading nuclear generators. Entergy delivers electricity to 2.8 million utility customers in Arkansas, Louisiana, Mississippi and Texas. Entergy has annual revenues of more than $11 billion and approximately 15,000 employees.

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