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Toronto Hydro 2012 CR Report

INTRODUCTION OUR SERVICES OUR WORKFORCE OUR ENVIRONMENTal INITIATIVES OUR COMMUNITY OUTREACH OUR ECONOMIC PERFORMANCE OUR GOVERNANCE, COMPLIANCE AND BUSINESS CONDUCT My TorontoHydroTM We launched the customer self-service portal in August to simplify our most frequent transactions for customers doing business with us. Customer transactions that required a call to a Toronto Hydro customer service representative can now be completed conveniently online. At the end of 2012, we had more than 17,800 customer registrations. The portal allows customers to: • View bill and payment history • Register for pre-authorized payments • Perform move-in/move-out notifications • Pull consumption data for landlords seeking new tenants Online Engagements • In 2012, we saw substantial growth in our social media channels: Facebook by 5 per cent, Twitter by 345 per cent and YouTube by 550 per cent. • We resolved approximately 500 customer inquiries through social media channels. • We also created the Toronto Hydro Talks site to inform customers about regulatory affairs, industry news and the state of Toronto Hydro’s grid. Visit torontohydro.com/learnmore for more information. Communication — The Key to Strong Relationships • Last year, we developed a new Key Account strategy for our large customers to improve the overall customer experience. Our Key Account representatives provide a single point of contact to help them with service coordination. This program offers customized electricity distribution and conservation and demand management solutions, as well as access to 24/7 power outage information and updates. • To better serve our small and medium customers, we have now implemented a segmentation strategy, which offers this customer base access to call centre specialists trained to handle their unique business needs. TORONTO HYDRO 2012 corporate respnosibility report 48


Toronto Hydro 2012 CR Report
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