PUC Distribution Inc. chooses CustomerConnect to transform its relationship with customers


Sault Ste. Marie and Ottawa, ON, Canada — (METERING.COM) — September 24, 2012 – PUC Distribution Inc. has selected Harris Utilities’ customer engagement solution, CustomerConnect, to promote energy conservation and elevate customer service.
Serving residents and businesses across Sault Ste. Marie, Ontario, the community-owned electric, water and sewer utility decided in October 2011 to adopt a CES to help its customers best take advantage of the utility’s new time-of-use pricing system, and augment its team’s capacity to serve customers
“We plan to use CustomerConnect to help our customers understand and adapt their consumption habits, and to furnish our customer service agents with the information they need to resolve customer issues as quickly as possible,” explained John Cesco, manager, Billing & Customer Services at PUC Distribution.

The utility needed to adopt a CES that would be easy to navigate and understand for customers as well as staff, yet powerful enough to offer deep insight into energy usage habits. CustomerConnect’s interoperability with its meter data management solution, MeterSense, also proved significantly beneficial. The MDM solution populates CustomerConnect with essential data that customers need to track their consumption habits.
In Northern Ontario, demand for electricity is highest in January and February, with a lot of energy usage spikes occurring during that period of time. The utility hopes that CustomerConnect will help customers see exactly when they’re using the most energy, and encourage them to adjust their behaviors.
CustomerConnect went live across PUC Distribution’s 32,000 electric meters, and the more than 3,000 additional meters that are maintained by Espanola Regional Hydro – a nearby utility for which PUC Distribution provides billing, collecting and customer service functions – in May.
As the solution becomes more popular with residents, PUC Distribution plans to use CustomerConnect’s Education Library to help further promote conservation programs.