California public power utility Glendale Water & Power recently announced the launch of an initiative that will allow for a highly personalized approach to customer communications, with customized videos ranging from onboarding of new residents, to detailed information about billing, payment arrangements for overdue bills, conservation information, scam alerts, and energy conservation strategies.
The initiative, SmartVX, is a personalized video solution provided by Harris Computers aimed at enhancing the utility’s customer engagement experience.
The customized videos are available in Armenian, Spanish, Tagalog, and Korean and will help GWP customer service staff engage with customers on a new platform, delivering personalized information about their bills, programs, news and announcements, and outage management information.
All videos are interactive and embedded with links so customers can click on the action buttons on the screen and be directed to the appropriate GWP sites to view and pay bills, set-up outage management alerts, e-billing or visit GWP specific website pages.
The first series of SmartVX videos will include tutorials on registering and navigating the new customer self-serve portal, ensuring residents can take full advantage of this modern platform from day one.
Later this summer, GWP plans to release "peak alert" videos “that will assist customers in saving money, and managing electricity loads, further supporting the community in sustainable living practices,” it said.
The initiative is integrated with GWP’s customer information and billing system, NorthStar Utilities.
