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Tools to Help Customers Achieve Energy Efficiency APPA Business & Financial Conference September 14, 2009. Dan Lockman Senior Technology Consultant 865-354-1565 [email protected]. Apogee…. Leading provider of Online Solutions for Energy Industry Founded in 1993 - PowerPoint PPT Presentation
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Tools to Help Customers Achieve Energy Efficiency
APPA Business & Financial ConferenceSeptember 14, 2009
Dan LockmanSenior Technology Consultant
Apogee…• Leading provider of Online
Solutions for Energy Industry
• Founded in 1993
• Headquartered in Atlanta• Clients include over 400 utilities:
– Municipals, Cooperatives, IOUs– And their associations: APPA,
EEI, EPRI, NRECA
• After decade+ in business, now experiencing explosive growth, particularly in On-line Customer Self-service Energy Efficiency Tools and currently host and manage over 100 Utility Websites
Energy Efficiency Needs
• Typically starts with a high bill call• How long is typical call?• Next step – re-read meter? in-home audit?• Audit report• Followup• 85% of all such calls, no changes are made by
the homeowner.• Time’s awasting… in your offices
Self-help OnlineEnergy Efficiency Capability
Why A Website??
Bottom Line
• Website offers fast, personal service– Everybody wants that kind of service!
• Survey Says:– Call Center Inquiries cost $7-10 each on average
nationally– Same function on the web costs 13 cents or less!
“Get’em off the phone and onto the web”
The Facts
• 78% Access the Internet• 21% Visited their utility website
– Averaged 5.8 visits• 18% Pay their bill online
– 1/3 on utility website– 2/3 via their bank!
• (Delays payment and costs extra)
Get ‘em off the phone and onto the web-JD Powers 2008
Website EE Tools will …
• Provide utility customers with state of the art tools for self-help
• Increase positive customer interactions • Encourage self-service• Increase customer satisfaction• Reduce administrative & operations costs• BUT THE TOOLS HAVE TO BE EASY TO
FIND, EASY TO USE AND EASY TO UNDERSTAND
(Some of )The Energy Efficiency Tools
WPPI Energy
Nashville Electric Service
Version 5.0 with BillingInsights™
for both Customers and CSRs
BillingInsights™ for CSRs
Case One
Clean Living
BillingInsights™ for CSRs
Case Two
Hard Working
Kids Korner
Education Makes the Difference
Commercial
