November 2020
Member Spotlight
In 2020, SECC will be recognizing a member each month, providing an organizational profile and highlighting the member's accomplishments and output in the smart energy space.
About Questline
Customer engagement is at the heart of Questline’s mission. With nearly 30 years of energy industry experience, the digital marketing company finds compelling ways to drive customer engagement, achieve program goals and grow long-term customer satisfaction for energy utilities.
Innovative customer engagement solutions
Working exclusively with the energy utility industry, Questline builds customer satisfaction and achieves measurable program results for a wide array of energy providers, including cooperatives, G&Ts, municipal utilities and investor-owned utilities in all 50 states. They are accustomed to helping energy utilities navigate the complicated landscape of government regulations, ever-changing customer expectations and rapid technological innovations.
Customer engagement is necessary for energy utilities to build strong digital relationships and achieve long-term customer satisfaction. However, it is not a quick or easy process. True customer engagement requires consistent, timely and valuable touchpoints that go beyond transactional messaging like payment notices and outage alerts. Questline partners with energy utilities to create and deploy these vital communications.
Making connections with content marketing
Through Questline’s content marketing-based approach, their team of industry experts and digital marketers build customer engagement for energy utilities through a variety of timely and valuable customer touchpoints. These include Welcome Series, eNewsletters, creative program promotions, content marketing solutions and much more.
Questline’s Content Catalog – featuring more than 3,000 ready-to-deploy videos, articles, social posts and interactive games – helps energy utilities speak to the specific needs and interests of their customers. With the right content, Questline positions energy utilities as trusted resources and energy experts in their customers’ lives. Questline’s Engage Platform makes it easy for energy utility marketers to find and share these content solutions through do-it-yourself deployment options.
Exceeding energy utility program goals
Questline partners with energy utilities to create engaging, innovative and impactful program promotions that resonate with residential and business customers. With energy industry understanding and marketing expertise, Questline’s Creative team works on a wide variety of campaigns ranging from demand response to electric vehicle rebate programs.
Questline utilizes industry best practices and the latest digital marketing trends to reach audiences. For example, one energy utility client campaign resulted in a 32.7 percent increase in paperless billing enrollments in 2019, the largest annual gain in over five years. For business program promotions, the team regularly works with technical subject matter requiring deep industry knowledge. Whether a residential or business campaign, Questline is focused on helping energy utilities exceed their program goals.
Industry-leading performance metrics
Questline’s annual Energy Utility Benchmarks Report provides the industry with robust data and performance insights needed to optimize marketing campaigns. The latest report features case studies, best-practice recommendations and insights from the company’s years of experience working with energy utilities of all shapes and sizes.
This data, based on deployments from energy utilities across the country, provides a comprehensive view of the marketing performance of the entire industry. Energy utility marketers are able to see how their campaigns compare to their peers. Since 2015, Questline has analyzed 1.48 billion utility customer touchpoints in Questline Benchmark Reports.
To learn more about how Questline can help your energy company increase customer engagement and reach program goals, visit Questline.com. Explore the latest energy industry and digital marketing trends on Questline’s blog, The Current.
