Large commercial and industrial (C&I) customers make up 2% of total accounts served by National Grid but consume 50% of total usage. While there are many digital initiatives going on that will improve their experience, none are focused on addressing their specific pain points around multi-site management, confusing bills, lack of customization, poor data analytics and lack of effective support.
As a result, we’re developing a new digital platform called My Business Account. MBA will deliver a seamless customer experience, addressing the frictions our large commercial and industrial customers face throughout the billing and payment journey. With My Business Account we aim to increase C&I customer satisfaction, drive digital adoption, and reduce costs for the business.