Helpful Online Resources Provide Self-Service, Easy-To-Use Tools
Beaumont, Texas – There are some new advocates and resources out there and the mission is clear - help Entergy customers save money.
Meet "Tom" and explore other helpful resources at entergy.com/savemoney. The website provides easy access to several innovative online tools Entergy Texas, Inc. is offering.
"Our customers told us clearly through interviews and focus groups that they needed our help in saving money on their monthly utility bills," said Vernon Pierce, customer service director, Entergy Texas, Inc. "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 myAdvisor, this site provides 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.
"By providing this level of assistance to customers who are seeking ways to save money, Entergy is ensuring that customers feel understood and cared for," Pierce said. "The customer makes the decisions, which puts them in control. 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 available in the industry that provides this level of detail and support when it comes to helping customers save money," Pierce said.
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 members or their neighbors 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. Using less energy has a positive impact on the natural resources of our communities.
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.
"These customer-inspired, 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," Pierce said. "We want customers to know this is just the beginning of enhanced offerings we believe provide a very positive experience for our customers."
Entergy Texas, Inc. provides electricity to more than 400,000 customers in 27 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.
Entergy Texas'' online address: entergytexas.com