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.
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.
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
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
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
“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.