SMUD
Video Training 1000's of Customers to Manage Their Online Accounts
This series of three videos provide an example of how a large customer base can be trained to create, update and manage their own online account with a municipal utility company. Launching this program via a web address included in a monthly paper bill was all that was required to initiate an otherwise automated process.
"My Account Registration"
This video teaches customers how to create an online account to manage their relationship with a municipal power company. Links to this video were distributed along with monthly billing information and dramatically reduced the cost of creating thousands of online accounts by having the customers do it for themselves. This video was the first in a series of videos that allowed consumers to create their initial account, update their account to include mobile devices and use the analytics built into their account to take control of their consumption of electricity.
"My Account: Keeping Your Contact Info Current"
The purpose of the video is to teach customers how to update their online utility account so that SMUD messages are sent to the appropriate devices. This video is an example of how even sophisticated Internet-based processes can be explained to end-users in a way that saves millions of dollars in support costs for a corporation.
"My Account Charts: Strategies for Savings"The purpose of the video is to educate end-user customers on how they can use the online analytics available to them to analyze their electricity usage. As more utility companies switch to "time of use" based rates, it becomes imperative to educate and empower the consumer. Videos such as this one can diffuse consumer concern over fluctuating electricity costs.