Leveraging Business Intelligence to

Increase Engagement and Eliminate

Pain Points

Marcie Forster – BGE, An Exelon Company

Indy Ratnathicam– FirstFuel Software

May 2018

Scope of the Project:What Made Exelon Invest in a Customer

Engagement Project?

CONVERGED LOOK & FEEL, MAINTAIN OPCO BRANDING

My Account Single Sign-On

My Usage – Weather Impact

My Usage – Operating Schedule

My Usage – Heat Map

My Usage – End Use

CHALLENGE: MEETING BIZ CUSTOMER NEEDS

60%SHARE OF

UTILITY

REVENUES

87%WANT

TAILORED

ENERGY

SOLUTIONS

2xAS MUCH

CONTACT

AS

RESIDENTIAL

CHALLENGE: MEET THREE NEEDS AT ONCE

• Dashboard views of energy & demand

• Informative & easy to understand charts

• Multiple premise comparison of store locations

• Downloadable data

Customer

needs

• Vendor solution to work with various utility systems

• Show gas & electric data and multiple meters

• Desktop & mobile device presentment

Technology

needs

Internal

needs

• Provide a consistent customer experience to all

Exelon Utility (EU) business customers

• EU has a consistent look for all its websites

COMMERCIAL NEEDS ARE DIFFERENT THAN RESIDENTIAL NEEDS

Commercial

Residential

Small Business Medium Business Large Business

• Rental / leased property

• More subject to economic ups and

downs

• Owner wears many hats including

energy manager

• Needs concise, easy to access

information

• Cost sensitive

• Very heterogeneous despite similar

energy usage or square footage

• More likely to own their business

property

• Employees who specialize

• Building age offers more opportunity for

energy efficiency programs

• Reduce costs for better profitability

• Specialized employees

• Facility staff controls energy use

equipment

• Has capital funds for improvements

• Homogeneous

• Greater utility customer satisfaction focus

• Electric bill now less than mobile phone or cable bills

BGE’S ENERGY EFFICIENCY PROGRAM STATS

3

2

1 COMPLETED JOBS TO BUSINESS CUSTOMERS SINCE INCEPTION

OUTREACH TO COMMERCIAL CUSTOMERS

SMART ENERGY SAVERS WEBSITE

• EE program outreach via ICF

• Newsletter

• Social Media

• Beacon advertising

• Customer Spotlight

• Program Details

• Trade Ally Relationships

• Different Tariff Class of Participating Customers

• Helped over 37,500 BGE businesses be more competitive

• Reduced total consumption over 2,746,000 MWh

• Saved greenhouse gases equivalent to 407,000 cars for one year

• Supported over 1,600 local contractors

ENERGY SOLUTIONS FOR BUSINESS

“With $200,000 in rebates,

our energy upgrades made

a big splash."

—Jacqueline Bershad

Savings at a Glance:

The National Aquarium used incentives to

install energy efficient light fixtures, LED

exit signs and variable frequency water

pump drives in its Inner Harbor facility.

Incentives Paid: $206,793

Cost Savings: $253,274/year

WHAT IS “BUSINESS INTELLIGENCE DATA ANALYTICS”?

HOW THE PLATFORM WORKS

B. DATA USABILITY

Meter-Building mapping

Data cleaning/validation

C. IMPORT DATA

Weather

GSF

Business Type

1

A. UTILITY DATA

Meter Data

Address

D. ADVANCED ANALYTICS

Weather & Operations

End-Use Disaggregation

Peer Benchmarking

Bill Compare/Determinants

2

E. CLOUD APPLICATIONS

3

Recommendations

Propensity Analytics

Savings Estimates

High Bill Alerts/Forecast

DATA ANALYTICS SOFTWARE

Rate What If Analysis

WHAT IS SES-BIDA FOR BUSINESS?

SES-BIDA is a significant increase in digital capabilities

for ComEd, PECO, and BGE

KEY

FEATURES

High Bill Alerts

Advanced Energy

Analytics

Energy Savings

Recommendations

Portfolio ViewsEnergy Star

Reporting

Green Button

Download

Account Manager

Tool Kit

CSR Dashboard

Tools

Project Timeline

BIDA-SES CHANGE MANAGEMENT PLAN SUMMARY

BGE │ComEd│PECO

2017

APR MAY JUN JUL AUG SEP OCT NOV DEC

Plan, Schedule, Develop & Finalize Course Content

Corporate Comms Channels: Newsletter Articles, etc...

ENGAGEMENT & COMMUNICATIONS

Go-Live Checklist

Go-Live: C&I & Reports

Sandbox ChallengeRoadshow 3

Inform and Track Marketing / Customer Education Efforts

Go-Live: Res & Reports

MEASUREMENT

TRAINING

CHANGE AGENT NETWORK

Go-Live Prep Meeting

FF Training

Cascade materials & provide feedback

Change Agent

Checkpoint 3

Change Agent

Checkpoint 5

Jun Meeting

Monthly Meetings

Train the Trainer

Go-Live Support

Training Metrics & Reporting

Town Hall Q&A

Go-Live Checklist

Go-Live

Recap

Final Logistics Call Final Logistics Call

Go-Live Comms

Go-Live Comms

Go-Live: Olivine & Reports

Go-Live Comms

Go-Live Checklist

Jul Meeting

Aug Meeting

Sept Meeting

Oct Meeting

Go-Live Prep

Meeting

Job Aids

Dec

Meeting

ADVISORY BOARD

DAP Training

OBIEE Training

Job Aids DAP Training

Project Update Email

Roadshow 4

Change Agent

Checkpoint 4

WHAT WENT LIVE? COMMERCIAL SCOPE

New Online Energy Management Tool

Single Sign-On & Delegate Access

Account Manager Toolkit

Reports, Alerts, & Pref. Center

•Portfolio view dashboard

•Download usage

•Tools for Net Metering customers

•Understanding weather impact &

operating schedule

•End Use Disaggregation

•Personalized ECMs

•Customizable Site Profile

•EPA Energy Star integration

•Assessment Reports

•Single Sign-On

•Ability to add and

remove third parties

•Energy Usage

Reports

•Daily Usage Alert

•High Usage Alert

•Customizable

preference center for

reports & alerts

•Access to an aggregated

portfolio view

•Better visualization and

understanding of data

•Dozens of customizable

parameters for account

filtering

Energy Usage Report, Weekly – Electric

Full Email View Above

Detail Left

Customers can sign up for weekly and monthly summaries of electric usage.

Key Learnings to Date

WHAT DOES EVERYONE NEED TO KNOW ABOUT IT?

SSO = Huge Pain Point

Customer On-Boarding

Current customer

emails are with 3rd party

partners

Very few engaged

facility managers

Accounts payable

CC&B validation

1

2

Tax identification

number needed

Landing page for

commercial customers

THERE ARE LOTS OF MOVING PARTS

Different & very specialized

groups within the company

Change notifications

Maintain common

access across utilities

Maintain similar Resi &

Business Experiences

What needs

to be

considered

• For Exelon, bringing three utilities with different system together in a ‘converged project’ was challenging at times

• Resistance to surrendering legacy systems internally and customer facing - change factor

• What’s the difference between eChannels and IT

• How do employees and contractors access the new platform

WHAT DOES EVERYONE NEED TO KNOW ABOUT IT?

2017 MAJOR THEMES

Residential 10 Mobile

Responsive

“Widgets“

Total /

Combined

Bill Views

Commercial

Single Sign On

For All!

Reports &

Notifications

Common

ConvergenceData

Analytics

Platform

SMART ENERGY SERVICES (SES) GOVERNANCE

SES

EU Customer Oversight EU Grid OversightEU Data Analytics

Customer

Experience

Customer

Care

Billing and

Payment

Credit and

Collections

Meter

ServicesAMI

Large

Customer

Services

eChannels

Demand

Side

Mgmt.

New

Business

Project

Mgmt.

Work

Mgmt.

Fleet

Mgmt.

Vegetatio

n Mgmt.

Corrective /

Preventive Maintenance

Engineering

and Design

Operate

and

Restore

Mapping

and Asset

Records

CustomerGrid

(T&D)

AMI

Business

Support

SES Non

Residential

Working

Group

SES

Residential

Working

Group

Peer Groups Peer GroupsCore Domains

The purpose of the EU SES Working groups is to:

1. Work with our SES Vendor, EU IT, and other major stakeholders to build

and maintain an EU-wide product roadmap for Smart Energy Services.

2. Govern the EU Utility website and Products related to Smart Energy

Services to ensure EU is converged where possible.

3. Oversee cross-utility topics related to the SES vendor contract (i.e.

service level agreements, terms, and conditions, etc.)

4. Work with BIDA SES domain to incorporate the Data Analytics Platform

into overall business process to ensure each utility is taking advantage

of advanced analytic capabilities to improve EE and Customer

Experience.

2018 WORKING GROUP CADENCE

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Monthly Skype

Meeting

Discuss Reporting & Data Analytics

Roadmap

Skype meetings to be held in between in person meetings to discuss issues and future plans

Quarterly in person meetings

Discuss Governance & Roadmap with Opower

Monthly Skype

Meeting

Monthly Skype

Meeting

Monthly Skype

Meeting

2018 TIMELINE

Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Aria Release

ComEd

Commercial DR

Enhancements

Borgata Release

Real-Time Web

Registration Access

Net meter 2-Line graph

Caesar’s Release

PHI Gets Everything!

- 10 Residential Widgets

- 12 Commercial Web Features

- Residential Notifications/Alerts

- Commercial Notifications/Alerts

EU-Wide enhancements

- Energy Star Portfolio Manager

- Bill Forecast enhancement

- ComEd My Rates widget

KPI Summary: Provide energy usage & savings insight through a

premier, multi-channel customer experience that increases energy

awareness, improves customer decision making, enhances credibility, and

extends Exelon’s relationship as a trusted advisor.

Avg Time on Site% Growth in Digital Accounts

# Unique Users # Repeat Users

# Downloads

Most Frequently View Pages # Complete Profiles

Customer Engagement

KPI’S: HOW CAN WE TELL THIS IS WORKING OR NOT?

WHAT’S NEXT: BEHAVIORAL

What is Exelon’s plan to capture savings from

customers' behavioral actions?

2018

2019

2020

Discuss and review

behavioral program with the

evaluation team

Further develop and

discuss with PSC staff

Prepare to file program

for 2021-2023 cycle

What’s Next?

WHAT’S NEXT: MARKETING

TradeshowsChange of

Marketing Materials

Trade Ally Training

Spotlights

Social Media

One-on-One’s

How does Exelon plan to market this tool to their customers?

BGE’S INNOVATIVE MARKETING

• Advanced segmentation targets those most likely to participate

• Upselling / cross-selling programs

• Social media – Facebook and LinkedIn

• Geo-fencing – Web and mobile ads based on location

• Successful events – 3 A/C recycling events

• Email retargeting – Resend emails to customers that opened first email

• Lead generation and nurturing – Email and social

C&I MARKETING

• Sector-based• One-on-one customer communication

• Sector-focused account managers

• Strong trade ally network

• Shared customer experience• Testimonials

• Business cases

• Press releases, ground breakings, rebate check presentations

• Building analytics to educate and engage customers on building performance

BIDA KEY HIGHLIGHTS TO DATE

Way to Go Team!

• 44 million Notifications Sent –Including High Usage alerts during our Cold Weather Wave

• 9 Petabytes of DAP Capacity – The human brain can store 2.5 PB

• 570,000 MWh Saved – Could power University of MD for 2 years

• $11 million in PTR rebates paid to Customers

• Already retired 4 legacy systems which will grow to 10 by end of 2018

Under Budget

50 Custom Reports

for

Product Managers

44 Million

Notifications

Sent

9,100

Terabytes

90% Customer

Sat for

Weekly AMI Reports

570,000

MWh $11 million

Rebates

4 Legacy

Systems

Retired

(6 to go) 33 Source

Systems

FirstFuel’s Outlook for Business

Customers

HOW FIRSTFUEL & EXELON WORKED TOGETHER

“FirstFuel helped us achieve objectives in

enabling customer engagement which facilitated a

converged strategy for customers and unlocked

the value of data. We had confidence in FirstFuel’s

ability to deliver, which meant that we could focus

project resources on more complex integrations.”

Felt Davis- Business Lead, Smart Energy Services at BGE

Took time to understand the

customer

Found easy, no-cost solutions

Ensured business goals

were met

THANK YOU!

Questions?