In today’s fast-paced digital world, we are all constantly connected. Even the smart phone you carry has immeasurable reach, whether it is to specific people, to your work or home email, to your bank account, or even to tell you how late your public transportation is going to be. The modern-day customer wants access to information and extensive communication in all aspects of their lives. This is no different when we look at a utility’s customer base. Although electric utilities provide essential services to their customers, a two-way, continuously connected relationship is becoming more important to manage a reliable and efficient power system, benefiting both the utility and satisfying their customers’ needs.
Generally, customers are accustomed to a one-way relationship with their utility – they consume whatever power they need, when they need it, and they receive a bill at the end of the billing period. This is the traditional way customers think about their utilities (if they do at all). But today, there is significant value for both the customer and the utility in establishing a two-way information exchange.