Salesforce has released its "2016 Connected Utilities Report," surveying more than 2,000 adults, ages 18 and older, in the United States, to better understand how they communicate with and select services from their utility companies.
A sea change is occurring within the utilities industry today. A lack of modern technology, aging infrastructure and changing weather patterns are putting pressure on utility companies to upgrade their facilities and systems. In addition, consumer expectations are changing, as they are now looking to their utility companies to provide more personalized services and experiences, mobile apps, smart meters and green energy solutions. The Salesforce "2016 Connected Utilities Report" found that utility companies need to change the way they engage with their customers through more modern communication channels and investments in green and smart home technology, or risk being left behind.