MULTI-CHANNEL C&I ENGAGEMENT: USING PERSONALIZED …€¦ · MULTI-CHANNEL C&I ENGAGEMENT: USING PERSONALIZED ANALYTICS Presentation to SWEEP Conference –November 15, 2016

MULTI-CHANNEL C&I ENGAGEMENT:

USING PERSONALIZED ANALYTICS

Presentation to SWEEP Conference – November 15, 2016

2C O N F I D E N T I A L

CHALLENGES FACING SOUTHWEST UTILITIES

ENERGY

LOCALIZATION

RISING CUSTOMER

EXPECTATIONSBUSINESS

CASE FOR AMI

TWO MAJOR OBJECTIVES 1. CUSTOMER SAT / JD POWER

2. DSM SAVINGS/TARGETS

CHANGING REGULATORY REQ’S

C O N F I D E N T I A L

CUSTOMER INTELLIGENCE ACROSS MULTIPLE CHANNELS

CUSTOMER

INTELLIGENCE

DELIVERING ANALYTICAL INSIGHTS ACROSS ENGAGEMENT CHANNELS TO

DRIVE CUSTOMER CARE OBJECTIVES

C O N F I D E N T I A L

1 YEAR ELECTRIC

METER DATA

+ GAS DATA

BUILDING

ADDRESS

LOCAL

WEATHER DATA

GIS MAPPING/

SEMANTIC

SEARCH

BETTER INTELLIGENCE TO MEET THE CHALLENGE

PERFORMANCE

BASELINING

TECHNICALLY VALIDATED FOR ACCURACY

+ =

+ =

4

C O N F I D E N T I A L

WHY USE DATA ANALYTICS?

Optimizing efficiency program delivery

Improving customer experience

Increasing efficiency of infrastructure

5

DSM program

planning

Program

participation

Scale analysis

and auditsMarket activity

Baselining and

M&V

Customer

satisfactionCustomer choice

Value from AMI Bytes, not wires

Rate & tariff

education

C O N F I D E N T I A L

WHO USES DATA ANALYTICS?

6

Account Managers Customer Support Grid Ops & Planning

“How can I keep the

lights on with a

limited budget?”

“How can I help this

customer manage

their bill?”

“Show me all my

customers who could

use a lighting retrofit.”

• Estimate savings

potential

• Segment

customers

• Address customer

questions

• Understand rate

impacts

• Inform savings

scenarios

• Manage capacity

constraints

C O N F I D E N T I A L

INFORMED CUSTOMERS PARTICIPATE IN DSM PROGRAMS

7

Digital

Personalized

Useful

Interactive and engaging

online dashboard

Customer-specific insights

with relevant comparisons

Direct calls to action on

ways to saveI’ll do this

8C O N F I D E N T I A L

AN INTELLIGENCE-DRIVEN APPROACH

8

• Regional & Segment Value

• Customer Value: Potential & Propensity

• By products/ services

• Customized scripts

• Personalized analysis

• Decision-focused

• Energy project proposals

• Customer commitment

• Savings/value measured & reported

PLAN TARGET ENGAGE PROPOSE IMPLEMENT

9C O N F I D E N T I A L

PORTFOLIO PLANNING AND PRIORITIZATION

9

Portfolio wide propensity

screening and dynamic

filtering leads to more cost-

effective DSM programs

10C O N F I D E N T I A L

PERSONALIZED RECOMMENDATIONS & REPORTS

10

First, make it personalized…

Then, make it configurable and portable.

11C O N F I D E N T I A L

0%

5%

10%

15%

20%

25%

30%

35%

40%

BAU: MEDIAN SAVINGS (18%)

FIRSTFUEL: TOP DECILE SAVINGS (25.5%)

SAVINGS POTENTIAL: 1,000 MID-SIZE BUILDINGS

EXAMPLE IMPACT: INCREASE IN PROJECT SIZE

C O N F I D E N T I A L 12

• Working with large sets of data can be difficult

• Interval data is better but monthly data is also valuable

• C&I customers crave personalized analysis and EE recommendations

• Benefits of data analytics extend beyond DSM program participation

• Utility customer service teams including Key Accounts and Call

Center are key stakeholders

DATA

STAKEHOLDERS

CUSTOMERS

LESSONS LEARNED FROM 3 SOUTHWEST UTILITY DEPLOYMENTS

• Need for close coordination between utility program/marketing,

implementers and trade alliesCOORDINATION

• Analytics alone is not the silver bullet – need for multi-channel

engagement strategies

MULTI-CHANNEL COMMUNICATION

C O N F I D E N T I A L

C&I CUSTOMER TESTIMONIALS

13

“I have not heard

from my utility in

over 2 years…”

“Interesting data!

Would be interesting

to see this online when

I view my bill”

“You were able to

tell our operating

hours. That’s

exactly right.”

"I'm new to the practice

and looking for energy

savings opportunities"

14C O N F I D E N T I A L

CLOSING THOUGHTS

Customer Analytics Channels Outcomes

Key Accounts

& Call Center

Email

Web & Mobile

Implementers

& Trade Allies

Increased Cost-

Effectiveness

Improved

Customer

Engagement

Better DSM

Conversion

C O N F I D E N T I A L

THANK YOU

15

Paul Carp

Director, Customer Engagement

[email protected]

c: 415-722-8577

C O N F I D E N T I A L

APPENDIX

16

17C O N F I D E N T I A L

EXAMPLE ANALYTICS RESULTS

18C O N F I D E N T I A L

CHALLENGES OF EXISTING CUSTOMER INITIATIVES

ENGAGE

CUSTOMERSRising service costs

Raise customer satisfaction

Create new digital channel

MEET EE GOALSRising costs of EE/DSM

Increase participation

Improve cost-effectiveness

High touch sale

On-site audits

Paper bills

Call centers

18