On-demand webinar: How utilities can eliminate bill surprises & gain call center efficiencies

As energy costs fluctuate and customer expectations rise, utilities are under increasing pressure to deliver predictable bills, proactive communication, and seamless digital experiences. In this executive fireside chat, leaders from Convey and DTE will share how they’re navigating these challenges and setting a new affordability standard for 2025 and beyond.

Convey CEO Maulik Datanwala, Convey General Manager Rahul Prakash, and DTE’s Evette Hollins, VP of Customer Experience, will discuss how utilities can drive measurable improvements by reducing bill surprises, simplifying affordability programs, and empowering call center teams with better tools and more informed customers. This conversation will spotlight real-world results, new digital engagement capabilities, and strategies shaping the next era of customer experience.

Whether you’re planning budgets, designing digital journeys, or rethinking your customer assistance approach, this year-end briefing will equip you with the insights needed to improve satisfaction, reduce operational strain, and deliver predictable, positive outcomes for customers.

How the Convey + Powerley integration strengthens customer engagement and product innovation

• Delivers accurate usage and billing forecasting to eliminate bill surprises, including support for pre-paid plans and budgeting controls
• Drives higher engagement with proactive, personalized rate and savings recommendations that customers can act on immediately
• Expands self-service with two-way, on-demand usage and billing insights so customers get answers without calling

Real-world results from DTE, including predictability, affordability strategies, and improved CSR experience 

• Proven reduction in bill confusion through forecasted usage and expected bills, leading to a 95% call deflection rate
• Fewer affordability-related escalations driven by smarter, proactive rate alerts, leading to savings of up to $1 million per 100,000 customer calls
• A 30% drop in Average Handle Time as customers self-serve key billing insights

Who should watch

• Utility executives and senior leaders 
• Customer experience, digital engagement, and customer care decision-makers 
• CIS, billing, AMI, and outage communications leaders 
• Program managers for affordability, energy assistance, and customer outreach 
• Partners and prospects focused on reducing call center strain and improving customer satisfaction 

About Convey:  

Convey delivers intelligent customer workflows that humanize connections in regulated environments. Formerly Message Broadcast, Convey transforms compliance requirements into streamlined experiences through purpose-built solutions that deliver measurable impact for utilities and essential service providers. Our technology helps organizations modernize operations and set new engagement standards while efficiently managing millions of interactions. Reimagine the customer journey at goconvey.com. 
 

About DTE: 

DTE Energy (NYSE: DTE) is a Detroit-based diversified energy company involved in the development and management of energy-related businesses and services nationwide. Its operating units include an electric company serving 2.3 million customers in Southeast Michigan and a natural gas company serving 1.3 million customers across Michigan. The DTE portfolio also includes energy businesses focused on custom energy solutions, renewable energy generation, and energy marketing and trading. DTE has continued to accelerate its carbon reduction goals to meet aggressive targets and is committed to serving with its energy through volunteerism, education and employment initiatives, philanthropy, emission reductions and economic progress. Information about DTE is available at dteenergy.com.