OF GLEND Item 3.c
crab
ALIFORNIA
Glendale Water and Power
New Interactive Customer Engagement
Solution through SmartVX
July 16, 2024
Yancarlo Alcantara, Senior IT Applications Analyst
Varsenik Avetisian, Public Benefits Charge Coordinator
What is SmartVX?
• Personalized video solution for every step of the Customer Journey. • Dynamic communication tailored to individual preferences and behaviors. • Data driven to ensure customers receive only relevant content. • Quick access to encourage customer engagement.
• Meant to keep the customer engaged, provide information and inspire action.
"LENDAN)
2 CALIFORNID
GWP Deployment
• Introduced to SmartVX at Harris Conference in 2022.
• Project began in November 2023.
• As of May 2024, GWP's available videos include:
• Welcome.
• Invoice.
• Past Due Reminder Notice.
• Past Due Final Disconnect Notice.
• Scam Alerts.
• Seasonal Conservation.
• OMS Notification Adoption.
• Peak Alerts - Save Energy
3 GWP Deployment (continued)
• Includes "Call to Action" links.
• Languages:
• English
• Spanish
• Armenian
• Korean
• Tagalog
• Delivery Methods:
• Email
• Text
• QR Code on Bill Print
OF LENDA
4 CALIFORNIE
Welcome Sample Video
SmartVX Personalized Video
5 Customer Engagement
• Introductory message with each video (email, text and bill print) • Introductory message via direct emails to customers with sample images and video links
• Website Highlights
• Press Release
• News coverage in Glendale News Press and CV Weekly
• GWP and City Newsletters
• Social Media Posts
• Nextdoor Post
• Bill message
• Customer Service Interactions
OF GLENDALE
•*-
6 * Ca
CALIFORHIA
Questions?
GLENDA
7 ALIFORNIE
Thank you to GWP team!
cITy LENDA,
8 GLENDAL
CITy
ALIFORNI
#MyGlendale