Mercury Meter Reading Alerts

Background

Mercury Energy has a base of customers with electricity meters in locations that mean their meter may not get read in normal meter reading rounds eg. indoor meters or large dogs on the property. To address this Mercury Energy developed special out of hours meter reading rounds so that the meter readers visit at the time the customer was home. As these appointments rely on the customer being at home to be successful Mercury Energy looked at how best to remind customers of the appointment while minimising call centre staff time in the process.

Mercury Energy had identified mobile txt, email and automated outbound calling as channels suitable for providing a 2-way interaction with customers.

Target Audience

Initial target audience was residential Mercury Customers, in particular those who required access to Meter Readers.

Channels

Touchpoint implemented/managed the following components of the campaign:

• Email
• SMS
• 2-way integration with backend CRM and data systems

Approach

Touchpoint worked with Mercury Energy to allow the Mercury Call Centre to sign-up customers to the service via their CRM system. Touchpoint then automated the process of customers opting in to email and txt, and data feeds from Mercury to automate the process of sending out the daily alerts.

How Touchpoint Technology Helped

• Managed optin process for new customers signing up for the service
• Automated the process of sending Meter Reading reminders to Mercury Customers via email and txt
• Automated notification of any email/sms replies or failures sent direct to Mercury Call Centre for processing
• Automated data, message and response management.
• Realtime reporting on message sends