Case Study
Electricity providers in the U.S. and Canada are making strides in educating and engaging consumers on better controlling how much energy they use, the resulting costs they incur and the benefits of shifting their usage.
These case studies collected by the Smart Energy Consumer Collaborative spotlight how smart energy technologies and programs have engaged consumers to empower them to match the energy they use with their needs.
As the largest transmission and distribution electric utility in Texas, with a service territory encompassing Dallas, Fort Worth, Midland and other areas, Oncor had been receiving a high volume of questions from customers on important topics, like storm restoration, tree trimming and energy efficiency. These questions were coming in through several different channels, including social media, calls to Oncor’s contact centers, comments via local media and more.
In response, Oncor introduced the Ask Oncor Program, which aimed to foster a sense of trust and care, reinforcing Oncor’s commitment to supporting its customers and the communities it serves. Oncor recognized that many customers prefer an in-person experience when getting answers about their electric service. This one-on-one interaction helps build confidence in the processes happening behind the scenes to bring safe, reliable and affordable power to millions of Texans.
Since the inception of Ask Oncor over 15 years ago, Oncor has connected with more than 135,000 customers and helped educate them on ways to be informed consumers and handle even the toughest weather that blows through the Lone Star State. Surveys have shown that customers find the information valuable and the overall experience to be a positive one.
