NEW YORK, NY--(Marketwired - Feb 5, 2014) - 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).