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

AESP Business Customer Engagement Geoff Phillips Customer Engagement, Eversource

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

Eversource C&I Customer Distribution in Eastern MA is Extremely Concentrated 400,000 350,000 Usage (000 kWh) 300,000 250,000 Q1 200,000 150,000 100,000 sQ4 50,000 0 0 10 20 30 40 50 60 70 80 Customers (000)* 3 *73,975 Customers from ~140,000 accounts/meters

Eversource C&I Market Segmentation Model Our customer is: Healthcare Institutional Commercial Medical Office Hospital Government Public Agency Long Term Care Assembly Retail RE Other Educational Facility Management Institution Financial Lodging Industrial Public Colleges& Professional Agriculture Communication& Private Schools Universities Service Entertainment Schools Distribution & Warehousing Manufacturing Utility Software & Food & Aerospace Data Beverage Internet Center Pharmaceutical & Research Computers & Medical Laboratory Electronics Other Manufacturing Paper

Our Go-To-Market Strategy

Electric Customer Go-To-Market Model • Dedicated Account Executives Q1 • MOU Q2 Key 154 Medium • Dedicated Account Executives Q3 Business • Segment Based Strategy 808 • Targeted Marketing • Centralized Marketing Small Business • Direct Install Q4 22,200 • Mass Marketing • Self Assessment Micro Business • Web Portal • Instant Discounts ~41,600 6

A New Tool To Better Engage With Customers

Customer Engagement Platform Functionality Generate Actionable Personalize Inbound Personalize Outbound Customer Insights Customer Interactions Communications • Robust Data Warehouse • Web & Mobile Interface • Cost Effective Outreach • Third Party Information • Online Assessments • Campaign Management • Data Mining and Analytics • Measure Fulfillment • Sales force Automation • Reporting Dashboards • Electronic Rebate Forms • Deep Understanding of • Personalized Experiences Customers • Relevant Recommendations • 24/7 Access to Information • Effectively Bundled Solutions Improved Overall Customer Experience Increased EE Program Continuous Customer Participation Engagement

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

Analyze Energy Save chart or access Select metric other saved charts 6 2 for analysis 1 Select 4 locations for analysis Hover over bars to view details 5 3 Change Select date interval for range for display Confidential. Eversource Internal Use Only. display

Benchmark Facilities Select to view facilities 4 on map or histogram 1 Select metric for comparison 2 Select organization 6 for Sort by comparison column title 3 Apply filters 5 List view of facilities Confidential. Eversource Internal Use Only.

View Details and Performance For A Single Facility 1 Select facility from list to view details 2 Generate facility report 3 Change details displayed about a 4 single facility Click through menu items to view more details Confidential. Eversource Internal Use Only.

View Energy End Use For A Single Facility 1 Choose between electricity, gas, or total energy 2 Hover over end use to see highlight in disaggregation 3 View explanation wheel of each type of end use Confidential. Eversource Internal Use Only.

View Benchmarking For A Single Facility 1 Select ECU or EUI for analysis 2 View explanation of analysis Confidential. Eversource Internal Use Only.

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