Business Customer Engagement Geoff Phillips Customer Engagement, - - PowerPoint PPT Presentation

Business Customer Engagement

Geoff Phillips Customer Engagement, Eversource

AESP

Introduction

• For Eversource, Business Customers represent more than 50% of the

energy use in our service territory although they account for under 20% of our accounts

• To reach these customers, Eversource has developed a targeted go-

to-market approach to capture savings from these customers

• Today I will review:

– Eversource Energy’s approach to business customers – Our go-to-market strategy for our largest customers – A new tool we will roll out to engage with these customers

The Eversource Approach

3

Eversource C&I Customer Distribution in Eastern MA is Extremely Concentrated

50,000 100,000 150,000 200,000 250,000 300,000 350,000 400,000 10 20 30 40 50 60 70 80 Usage (000 kWh) Customers (000)*

sQ4 Q1

*73,975 Customers from ~140,000 accounts/meters

Our customer is: Healthcare Commercial Industrial Institutional

Hospital Medical Office RE Management Educational Retail Professional Service Communication& Entertainment Lodging Data Center Research Laboratory Financial Colleges& Universities Long Term Care Facility Public Assembly Manufacturing Computers & Electronics Other Manufacturing

Eversource C&I Market Segmentation Model

Software & Internet Private Schools Government Agency Food & Beverage Public Schools Other Institution Aerospace Paper Pharmaceutical & Medical Distribution & Warehousing Agriculture Utility

Our Go-To-Market Strategy

6

Q1 Q2 Q3 Q4 Micro Business Key

Electric Customer Go-To-Market Model

• Dedicated Account Executives
• MOU
• Targeted Marketing
• Centralized Marketing
• Direct Install
• Mass Marketing
• Self Assessment
• Web Portal
• Instant Discounts

Small Business ~41,600 22,200 154 Medium Business 808

• Dedicated Account Executives
• Segment Based Strategy

A New Tool To Better Engage With Customers

Customer Engagement Platform Functionality

Improved Overall Customer Experience Personalize Inbound Customer Interactions Personalize Outbound Communications Generate Actionable Customer Insights Continuous Customer Engagement Increased EE Program Participation

• Robust Data Warehouse
• Third Party Information
• Data Mining and Analytics
• Reporting Dashboards
• Deep Understanding of

Customers

• Web & Mobile Interface
• Online Assessments
• Measure Fulfillment
• Electronic Rebate Forms
• Personalized Experiences
• Relevant Recommendations
• 24/7 Access to Information
• Effectively Bundled Solutions
• Cost Effective Outreach
• Campaign Management
• Sales force Automation

The Data In The Tool

• Strategic Customers and Building Hierarchies
• Initial Load

– 2 years worth of billing – 2 years worth of usage data – 5 years worth of past participation information

• On-going Updates

– Daily loads of monthly bill data – Daily loads of usage data – Daily customer changes (rate codes, new meters)

Eversource.com Navigation

Large Business Login

Separate Login Screen Directly to the Cloud

Homepage

• Confidential. Eversource Internal Use Only.

1 4 Navigate to different features through drop-down menu 5 View benchmarking results by quartile 2 View total energy consumption within portfolio View geospatial distribution of facilities 3 Easily access facilities in portfolio

Analyze Energy

• Confidential. Eversource Internal Use Only.

1 4 Save chart or access

• ther saved charts

5 Hover over bars to view details 2 Select locations for analysis 6 Select date range for display 3 Change interval for display Select metric for analysis

Benchmark Facilities

• Confidential. Eversource Internal Use Only.

1 4 Select metric for comparison Select to view facilities

• n map or histogram

5 2 Select

• rganization

for comparison 6 List view of facilities 3 Apply filters Sort by column title

View Details and Performance For A Single Facility

• Confidential. Eversource Internal Use Only.

Generate facility report Change details displayed about a single facility 2 3 Select facility from list to view details 1 Click through menu items to view more details 4

View Energy End Use For A Single Facility

• Confidential. Eversource Internal Use Only.

Choose between electricity, gas,

• r total energy

View explanation

• f each type of

end use 1 2 3 Hover over end use to see highlight in disaggregation wheel

View Benchmarking For A Single Facility

• Confidential. Eversource Internal Use Only.

Select ECU or EUI for analysis View explanation of analysis 1 2

View Project Details

Track Goals and Objectives

• Confidential. Eversource Internal Use Only.

Summary

• Eversource Business Customers represent more than 50% of the

energy use in our service territory although they account for under 20% of accounts

• To reach these customers, Eversource developed a targeted go-to-

market approach to capture savings from these customers

• Today I reviewed:

– Eversource Energy’s approach to business customers – Our go-to-market strategy – A new tool to engage with these customers