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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
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
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
