Questline Shared New Digital Tools for Customer Engagement at APPA Customer Connections Conference

Questline showcased ways utilities can connect and communicate with large business customers

Columbus, Ohio – Questline’s Kathleen Malone spoke at the American Public Power Association’s (APPA) Customer Connections Conference Tuesday afternoon, where she discussed digital tactics for communicating with large business customers. Her presentation, “Comprehensive Communication with Key Accounts,” highlighted new tools and communication platforms, such as prepared email outage communications, personalized newsletters, automated marketing campaigns and a digital welcome series.

“We understand from working with our utility clients the challenges of communicating with the large business customers,” Malone, who has been with Questline for more than 10 years, said. “We’ve learned from experience and wanted to take this opportunity to show simple ways they can use technology to reach these customers.”

By leveraging digital technologies and communications, utilities can meet or exceed the service expectations of their Key Account customers, who are influential within a utility’s territory and in terms of demand. Strategic, organized communication can help provide necessary information on an everyday basis and when a crisis arises. Malone also stressed the importance of tracking communications and creating mobile-responsive designs.

Questline also hosted its annual APPA Customer Connections Conference Dinner Tuesday evening. Over 40 Questline clients came together for a networking opportunity, where highlights of the conference, current challenges and success stories were discussed.

The APPA Customer Connections conference is for APPA member utilities and focuses on five main topics – Customer Service, Public Communications, Energy Services, Economic Development and Key Accounts.

About Questline:
Questline uses insight and creativity to deliver compelling digital communications to the energy utility industry that enlighten, engage and educate. With 20+ years of experience and 450 client partners, we’ve become the nation’s premier creator, aggregator and analyst of energy utility customer communications content and behavioral analytics. Visit
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