Opower: Unlocking a smarter energy future through customer … › images › PDF › OPower.pdf ·...
Transcript of Opower: Unlocking a smarter energy future through customer … › images › PDF › OPower.pdf ·...
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O P O W E R C O N F I D E N T I A L : D O N O T
D I S T R I B U T E
Opower: Unlocking a smarter energy future through customer engagement and insights
» British American Business Council, January 2015
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O P O W E R C O N F I D E N T I A L : D O N O T
D I S T R I B U T E
Opower at a glance
» Working with over 95 utilities in 7 countries
» Over 380 billion meter reads under analysis
» 37% of US household data under
management
» 580 people in Tokyo, Singapore, London, San
Francisco, and Arlington, VA (HQ)
» Behavioral science
» Big data analytics
» Consumer marketing
» User-centric design
» 1.5-3% reduction in per household
consumption
» 5.2 TWh and 7.9B pounds of CO2 abated to
date
» 5% reduction in peak demand
» 5% average increase in customer sentiment
» 50-100% increase in sales of new services and
adoption of new tariffs (e.g., TOU)
Company
DNA Impact
2
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O P O W E R C O N F I D E N T I A L : D O N O T
D I S T R I B U T E
Product core: applied behavioral science
3
Schultz & Cialdini (OPOWER Scientists)
Hewlett Foundation San Marcos Study
Zero Impact on Consumption 6% Drop inConsumption
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Slide 3
WU1 Applied Behavioral Science: At the Core of Our ProductsWindows User, 10/11/2012
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OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE
Working with 95+ utilities in 7 countries, reaching over 50 million households & businesses
49 February 2015
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O P O W E R C O N F I D E N T I A L : D O N O T
D I S T R I B U T E
Digital engagement
3-5x cross-industry average
Customer Satisfaction
Smart Meter acceptance
15% avg. increase
Customer understanding and acceptance of Smart Meters
Avg. hourly kW reduction per household
Peak savings
5% avg. increase
Key customer sentiment metrics
Email open rates
Cross-industry average
Opowercommunications
Peak
Baseline
Actual
5% kW reduction
BGE System-wide Results
Marketing optimization
Participation lift in EE programs
Average lift: 60%
Utility programs promoted in Opower Home Energy Reports
% kWh savings across programs
Sustained energy efficiency
0%
1%
2%
3%
4%
5%
1 11 21 31 41
Program duration
1.5% to 3%
5
400 years of data on what changes customer
behavior
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O P O W E R C O N F I D E N T I A L : D O N O T
D I S T R I B U T E6
The only customer engagement platform of its
kind
“You’re on track for a high bill…”
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O P O W E R C O N F I D E N T I A L : D O N O T
D I S T R I B U T E
GW
hS
aved
(Cu
mu
lativ
e)
Delivering results at scale today
7
2008 2009 2010 2011 2012 2013 2014 YTD
80 Utilities1.8 TWh
3 Utilities9 GWh
12 Utilities 51 GWh
21 Utilities
207 GWh
55 Utilities752 GWh
90 Utilities3.1TWh
Over 95 Utilities5 TWh
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O P O W E R C O N F I D E N T I A L : D O N O T
D I S T R I B U T E8
Brand value
5% improvement in relationship
and brand metrics
Customer satisfaction
3% increase in overall
customer satisfaction
Call center volume
19% decrease in high bill calls during
months with highest call volume
Example: Mercury Energy high bill moment
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OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE
Example: what does AMI data look like?
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OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE
Analytics and machine learning put to work
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OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE
Load curves to “energy use archetypes”
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OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE
Targeted messaging: “Afternoon peakers”
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O P O W E R C O N F I D E N T I A L : D O N O T
D I S T R I B U T E13
75% of customers reported
high satisfaction
85% were aware (unaided
recall) of the events
$7 million rewarded to
customers who lowered
consumption
5% average peak energy
reduction
Example: BGE peak day moment