UPDATE: PSE&G Teams Up With Usablenet to Launch New Mobile Site
In Response to Growing Demand, New Mobile Experience Gives Customers
the Ability to Connect on Multiple Channels
NEW YORK, NY -- (Marketwired) -- 02/05/14 -- In response to a
growing customer trend towards mobile, Public Service Electric and
Gas Company (PSE&G) has teamed up with multichannel technology
provider Usablenet to launch its new mobile experience. PSE&G, New
Jersey's oldest and largest publicly owned electric and gas utility,
is rolling out the new mobile web site as part of its ongoing
initiative to put mobile at the forefront of its technology roadmap.
Created by Usablenet, the site will improve the overall customer
experience by providing users of smartphones with mobile-friendly
versions of existing online features such as proactive billing and
outage alerts, the ability to view and pay their bills, and the
ability to view and report their own power outages.
In recent years, PSE&G has observed a shift in the way its customers
use mobile technology, especially during emergency situations. On an
average day, 23% of traffic to PSEG.com comes from mobile devices,
but during Superstorm Sandy in October 2012, 61% of online traffic
came from mobile devices.
"People are used to performing everyday tasks on their mobile
devices, but when an emergency unfolds they rely even more heavily on
mobile," said Tracy Kirk, manager of customer technology at PSE&G.
"We in the utility industry view ourselves as first responders, and
we worked with Usablenet to create a mobile experience that meets our
customers' needs and makes it easier for them to engage with us
however they choose."
The mobile site includes features for both everyday and emergency
use. Customers can view and pay their utility bills, report and check
the status of power outages, and access a "storm center" that
provides information before, during, and after storms. The site also
includes social integration that enables users to easily access
PSE&G's Facebook, Twitter and YouTube channels. "Social integration
goes hand in hand with mobility, and by connecting users to PSE&G's
social media channels, the site leads to immediate boosts in customer
engagement," continued Kirk.
Additional features are
in development now and will be made available
to customers as they are ready. For instance, customers will be able
to schedule appliance repair appointments and enroll in programs such
as Equal Payment Plan and Automatic Bill Payment.
"A strong mobile platform ties together the multichannel customer
experience," said Carin van Vuuren, CMO of Usablenet. "Everything is
mobile-first now, and especially in times of emergency, customers
don't have the time to log in to their desktop to get crucial
information. We're thrilled to work with PSE&G to help them deliver
on their goal of giving their customers the ability to interact on
the channels that are most convenient for them."
Usablenet is a global technology leader for mobile
and multi-channel customer engagement. Usablenet's powerful platform
enables leading companies in all sectors to create compelling
experiences for their customers across multiple channels, including
mobile, tablet, social, and in-store kiosks. Usablenet customers
include J. Crew, Aeropostale, Marks & Spencer, Delta, Dell, ShopHQ
and FedEx. Founded in 2000, Usablenet is a private company
headquartered in New York City with offices in Los Angeles, Italy and
London. For more information, visit us at http://www.usablenet.com or
on Twitter @Usablenet.
Public Service Electric and Gas Company (PSE&G) is New
Jersey's oldest and largest regulated gas and electric delivery
utility, serving nearly three-quarters of the state's population.
PSE&G is the winner of the ReliabilityOne Award for superior electric
system reliability. PSE&G is a subsidiary of Public Service
Enterprise Group Incorporated (PSEG) (NYSE: PEG), a diversified
energy company (www.pseg.com).
LaunchSquad for Usablenet
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