Energy Central Overviewenergycentral.fileburst.com/EC/PowerSession-12172020.pdf• Water Heater...
Transcript of Energy Central Overviewenergycentral.fileburst.com/EC/PowerSession-12172020.pdf• Water Heater...
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PowerSession™ SeriesMaximizing Beyond-the-Meter
Revenue OpportunitiesAn Expert Roundtable
December 17, 2020
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Presented by: Energy Central
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Thank you to our sponsors:
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PowerSession™ Series: Maximizing Beyond-the-MeterRevenue Opportunities: An Expert Roundtable
Russ HendersonSenior Research Manager
Charwell, Inc.
Questions or Suggestions for Energy Central PowerSessions™? Reach out to us at [email protected]
We encourage your participation during our designated Q&A breaks, using the chat box on your screen. Unanswered questions will be addressed post-event. | The replay and slides will be available about a week after the session.
Rob GilpinDirector of Business Development
American Water
Mark WilkinsonSVP Products,
Ibex Digital
mailto:[email protected]
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Estimated Annual Revenue Share Projections
Based on internal data from partner data in IL, OH, IN, TN, FL, VA, GA, MA, PA, KY ,MD. Specific elements of agreement are variable from partner to partner (such as pricing and revenue share); these elements can affect a utility's revenue earnings.
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Partnership Highlights…
2.2 Million Connections
26% Penetration
Partner Since 1992
Warranty Programs:• Gas Line
• HVAC
• Appliance
• Electric Line
• Whole Home
• Surge Protection
• Plumbing Protection
3.5 Million Connections
20% Penetration
Partner Since 2013
Warranty Programs:• HVAC
• Gas Line
• Plumbing
• Electric Line
• Surge Protection
• Appliance
• Water Heater
432,000 Connections
20% Penetration
Partner Since 2018
Warranty Programs:• Water Line
• Sewer Line
• Recently added:
o Gas Line
o Surge
o Electric Line
1,000,000 Connections
12% Penetration
Partner Since 2008
Warranty Programs:• Electric Line
• Gas Line
• Surge Protection
• Plumbing Protection
• HVAC
• Appliance
*Penetration of single-family homes in partner markets
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Omni Channel Marketing
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Future Proofing Your Marketplace Site
Home Batteries HVAC Predictive Analytics
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PowerSession™ Series: Maximizing Beyond-the-MeterRevenue Opportunities: An Expert Roundtable
Russ HendersonSenior Research Manager
Charwell, Inc.
Questions or Suggestions for Energy Central PowerSessions™? Reach out to us at [email protected]
We encourage your participation during our designated Q&A breaks, using the chat box on your screen. Unanswered questions will be addressed post-event. | The replay and slides will be available about a week after the session.
Rob GilpinDirector of Business Development
American Water
Mark WilkinsonSVP Products,
Ibex Digital
mailto:[email protected]
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Modern Utility eCommerce Essentials
• Mobile Friendly
Fastest Growing eCommerce Sector = Mobile Commerce
Clean Modern CX
Prominent Phone Numbers
Easy to Read Offer Tiles
Prominent Chat Option
Marketing Opt-In
Visible Cart
Click to Call and Chat
Statista: Share of eCommerce sales from Mobile
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Modern Utility eCommerce Essentials
• Expansive Product Catalog
Products AND Services for the Modern Utility Customer Journey
Home Repair and Protection Home Connections Home Security Smart Home Contractors Installation Services Local Offers
Surge ProtectionHVAC Service PlansAppliance Service PlansWater System Service PlansInterior Wiring Service PlansTotal Home WarrantyConsumer Electronics BundleFurnace & AC Filter DeliveryHome Water Bundle
InternetTelevisionWireless PlansHome Connection Bundle
Security MonitoringWiFi CamerasVideo DoorbellsSmart DoorlocksSecurity LightingWater Leak DetectorsSmart Air MonitoringSmart Garage DoorsDIY Security Bundles
ThermostatsVoice AssistantsSmart HubsMesh NetworksStreaming CamerasSmart LightingLED Bulb KitsVideo DoorbellsSmart SwitchesSmart PlugsSmart Doorlocks
ElectriciansPlumbersTree TrimmingHVAC RepairsLawn CarePest Control
Smart Thermostat InstallStreaming Camera InstallCeiling Fan InstallHub and WiFi InstallSecurity Device InstallMesh Network Install
CouponsExclusive OffersLocal BrandsLocal ProfessionalsDigital Welcome Kit
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Modern Utility eCommerce Essentials
• Invite Email Opt-In
Develop First Party Rights to Ongoing Customer Engagement12
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Modern Utility eCommerce Essentials
• Modern CX
Clean Modern Design
Prominent SEARCH supports modern shopping CX
Visual Categories
Chat and Click to Call Options
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Modern Utility eCommerce Essentials
• Modern CX
Featured Collections
Big Product Images
Obvious Pricing and Call to Action
Email Opt-In and Social Marketing Extensions
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PowerSession™ Series: Maximizing Beyond-the-MeterRevenue Opportunities: An Expert Roundtable
Russ HendersonSenior Research Manager
Charwell, Inc.
Questions or Suggestions for Energy Central PowerSessions™? Reach out to us at [email protected]
We encourage your participation during our designated Q&A breaks, using the chat box on your screen. Unanswered questions will be addressed post-event. | The replay and slides will be available about a week after the session.
Rob GilpinDirector of Business Development
American Water
Mark WilkinsonSVP Products,
Ibex Digital
mailto:[email protected]
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www.charwellinc.com
Maximizing the Opportunities of Beyond-the-Meter
CommerceRuss Henderson, Senior Research Manager
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 17
Takeaways
54% of utility customers are willing to switch companies if offered a choice
Customer loyalty can be increased by 20% if utilities increase customer satisfaction and ease of doing business
Highly satisfied customers are 1.9x more likely to stay than low satisfaction customers
Source: Chartwell 2020 Residential Consumer Survey, n= 1,546
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 18
Nearly half would leave if they could
Stay46%
Change companies for minimal savings11%
Change companies for significant price difference
39%
Definitely change4%
Which statement best describes how you would respond if you were offered a choice in power companies?
Source: Chartwell 2020 Consumer Survey, n= 1,546
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 19
Greater satisfaction leads to loyalty
Leave, 12%
Change based on price, 65%
Stay, 22%
Low satisfaction
Leave, 1%
Change based on
price, 36%
Stay, 64%
High satisfaction
Source: Chartwell 2020 Consumer Survey, n= 1,546
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 20
Customer awareness of utility offerings can boost satisfaction and ease
Change in satisfaction Change in ease
Ways to save money 7% 7%
Outage push alerts 6% 7%
eBill 5% 6%
ePay 4% 5%
Online start/stop/transfer 4% 5%
Outage map 4% 4%
Online outage reporting 3% 3%
Mobile app 2% 1%
Change in satisfaction and ease between consumers unaware and aware of utility services
Source: Chartwell 2020 Consumer Survey, n= 1,546
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 21
Consumers who use marketplaces are more satisfied with their power company
Consumers who used marketplaces are more satisfied with their power company than the average consumer14%
8%Consumers who are aware that their power company offers a marketplace are more satisfied than those who aren’t aware
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 22
More than half of consumers have used or are interested in marketplaces
11% 46%Marketplace or online store offering
energy efficiency products
Use and interest in utility marketplaces
I have used my power company's marketplace
I am interested in learning more
57%
Source: Chartwell's 2019 Residential Consumer Survey, n = 1,644
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 23
Customer interest decreases with age
Source: Chartwell's 2019 Residential Consumer Survey, n = 1,644
12% 12% 8% 13%
53% 50%41% 34%
18-34 35-49 50-64 65+
Marketplace or online store offering energy efficiency products
I have used this. I am interested in learning more.
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 24
Customer interest increases with income
Source: Chartwell's 2019 Residential Consumer Survey, n=1,644
11% 12% 9% 9% 12% 14%
41% 42% 51% 49%48% 51%
Under $25,000 $25,000 to$49,999
$50,000 to$74,999
$75,000 to$99,999
$100,000 to$149,999
$150,000 ormore
Marketplace or online store offering energy efficiency products
I have used this. I am interested in learning more.
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 25
Consumers want rebates and incentives
16%
17%
50%
50%
Product/ appliance rebates orincentives
Incentives or rebates for energyefficient upgrades to your home
I have used this. I am interested in learning more.
Source: Chartwell's 2019 Residential Consumer Survey, n=1,644
66%
67%
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 26
State of the industryAEP Ohio Duke Energy Columbia Gas of Ohio
AESDuquesne Light
CompanyPacific Gas & Electric
Ameren Illinois SCE PPL Electric Utilities
Ameren Missouri BGE SMUD
NYSE&G ComEd Salt River Project
Avista Utilities PECOSan Diego Gas &
Electric
Consumers Energy FirstEnergy SoCalGas
Con Edison LADWP Alabama Power
Orange & Rockland
UtilitiesNational Grid Georgia Power
DTE EnergyNew Jersey Natural
GasXcel Energy
30%of utilities offer
marketplaces
Source: Chartwell's 2019 Programs and Services Audit, n=135
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 27
93% of marketplaces offer smart thermostats
90% 85% 83%
Source: Chartwell's 2019 Programs and Services Audit, n=135
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 28
Source: Chartwell's 2019 Programs and Services Audit, n=135
83% offer lightbulbs
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 29
Almost half offer water saving products and smart home products
49% 46%
Source: Chartwell's 2019 Programs and Services Audit, n=135
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 30
Almost a quarter of utilities offer larger appliances
24%22% 22% 22%
20%22%
Hot waterheater
Washer/dryer Refrigeratorand freezers
Airconditioners
Electronics Other
Percent of utilities offering each product in marketplaces
Source: Chartwell's 2019 Programs and Services Audit, n=135
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 31
Rebates and markdowns
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 32
80% of utilities partner with marketplaces
Uplight, 41%
Enervee, 22%
EFI, 17%
In-House, 20%
Vendor value propositions:
• Creating active utility customers
• Better user experiences
• Simpler rebate delivery
Source: Chartwell's 2019 Programs and Services Audit, n=135
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 33
SMUD marketplace engages customers
Motivators:
• 66% of customers wanted one
• Opportunity to engage digital customers
• Update legacy rebate process
Results:
• 90% user satisfaction with online store
• $3 million product sales since 2017
• Increased rebate participation
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 34
Alabama Power’s approach
• Markets a lifestyle of energy
efficiency, not just products
• Much wider selection than
most marketplaces
• Including camping gear,
polaroid cameras, printers and
slow cookers
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www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 35
The future of marketplaces
More offerings• Electric vehicles
• Charging equipment
• Solar
• Batteries
Program signups• Demand response
• Billing rates
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PowerSession™ Series: Maximizing Beyond-the-MeterRevenue Opportunities: An Expert Roundtable
Russ HendersonSenior Research Manager
Charwell, Inc.
Questions or Suggestions for Energy Central PowerSessions™? Reach out to us at [email protected]
We encourage your participation during our designated Q&A breaks, using the chat box on your screen. Unanswered questions will be addressed post-event. | The replay and slides will be available about a week after the session.
Rob GilpinDirector of Business Development
American Water
Mark WilkinsonSVP Products,
Ibex Digital
mailto:[email protected]
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Thank you to our sponsors:
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