The Challenge: Assist team in translating new meters and electric rates into meaningful, actionable messaging for customers — and encourage them to self-serve while keeping call center volume down.
The Approach: Emphasize convenience, choice and control, and educate with clear graphics. Campaign included two websites, educational materials, and social.
The Results: The programs currently drive 0.1–0.3% of volume.
My Contributions: Develop and advise on copy and design for websites, social posts, direct mail, videos, fact sheets, FAQs, talking points, newsletter articles, and press releases. Collaborate with multiple teams to produce pieces and implement changes in compliance with regulatory requirements and miscellaneous program shifts.
Heidi Dean Writes 