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Customer Engagement for Utilities

ICF provides the full range of energy industry expertise and a suite of customized services and tools to help utilities develop and implement a successful customer engagement strategy.

Utility customers are becoming more knowledgeable and concerned about how they use, and what they spend, on energy. Successful utilities are becoming more customer-centric by investing in new capabilities, programs, and technologies that allow them to market and communicate more effectively and efficiently. ICF's approach to customer engagement provides a proven set of tactics and tools for building and maintaining a customer-centric business strategy supporting demand-side management (DSM) and demand reduction (DR) as well as U.S. Department of Energy (DOE) initiatives.

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With more than four decades of experience supporting electric and gas utilities, ICF offers unparalleled knowledge of the issues facing the energy industry. Leveraging ICF’s acquisition of Ironworks Consulting─which provides customer engagement solutions across web, mobile, and social media platforms─with ICF’s strategic marketing and communications and IT solutions teams, we provide our utility sector clients with an unbiased and proven approach to defining, developing, and implementing integrated and overarching customer engagement solutions.

By empowering customers to interact with their energy providers more easily using the communications channels they prefer, utilities can achieve greater program participation, improved customer satisfaction ratings, and reduced operating costs while maximizing the value of customer program data and associated analytics. ICF services to support and guide utility clients throughout the customer engagement process include:

  • Strategy and Program Management
  • Content Management
  • Web Design and Usability
  • Social Media Strategy 
  • Application Maintenance Outsourcing
  • Strategic Communications and Stakeholder Outreach 
  • Digital and Interactive Services
  • Customer Journey Mapping