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
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
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.