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Eversource Customer Engagement Platform

Eversource Customer Engagement Platform. Jeff Pollock Geoff Phillips 18 March 2016. Agenda. Background on the CEP Overview of the tools: Residential & Small Business Large Business Marketing & Analysis Tools Update on CT and MA rollout Timeline for NH rollout.

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Eversource Customer Engagement Platform

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  1. Eversource Customer Engagement Platform • Jeff Pollock • Geoff Phillips • 18 March 2016

  2. Agenda Background on the CEP Overview of the tools: Residential & Small Business Large Business Marketing & Analysis Tools Update on CT and MA rollout Timeline for NH rollout

  3. Customer Engagement Platform Functionality Generate Actionable Customer Insights Personalize Inbound Customer Interactions Personalize Outbound Communications • Robust Data Warehouse • Third Party Information • Data Mining and Analytics • 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 Increased EE Program Participation Continuous Customer Engagement Improved Overall Customer Experience

  4. Overview: Eversource has Loaded Two Years of Billing & Usage and Five Years of Project Data • Historical Load • Two years worth of billing • Two years worth of usage data • Five 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) • Organizational and Building-level Hierarchies

  5. Overview: Residential Home Screen

  6. Overview: Residential Home Screen Middle Third

  7. Overview: Goal Setting, Recommendations, Plan, and History

  8. Overview: The Small Business Tool Functions Just Like the Residential Tool . . .

  9. Overview: With Recommendations and Profile Questions Targeted to Business Customers

  10. Overview: With The Same Goal Setting, Plan, and History Features

  11. Overview: Large Business Customers Energy Analysis Tool Provides property level energy data Displays information on past projects at each address Enables customizable views of your energy use

  12. Overview: Customers Will Have an Aggregated, Customized Roll-up View of Accounts 1 Navigate to different features through drop-down menu 4 2 View benchmarking results by quartile View total energy consumption within portfolio 5 3 View project lists Easily access facilities in portfolio

  13. Overview: Energy Analyzer Enables Organization and Department-level Analysis • Leverage customer-defined hierarchy; conduct department-level and premise level analysis • Review key metrics: • Electricity usage & spend • Gas usage & spend • Energy use intensity

  14. Overview: Benchmarking Allows Customers to Identify Opportunities • Identify facilities that would most benefit from energy efficiency improvements • Rapidly conduct benchmarking across the portfolio

  15. The Customer Gets Personalized Recommendations, Eversource Gets Data • Once customers begin to complete their profiles, Eversource can begin to use that data to improve the customer experience and deepen engagement through: • Analysis to identify roadblocks or levers to increased participation • Identifying latent needs to fill product pipeline • Identifying barriers to adoption • Targeted messaging to move customers to action • Analysis of marketing messages to drive continuous improvement

  16. Overview: Customer Engagement Integrates an eMail Marketing Tool With Our Data

  17. Overview: Also Integrated Is A Data Analysis Tool

  18. The Pace Of Adoption Improved With Our Digital Marketing Campaign Tool currently rolled out to all Eversource Residential and Commercial customers in CT and MA

  19. Projected NH Release Timeline Feb18 3/30 Release 4/21 Release 5/26 Release 7/20 Release 9/8 Release 12/15 Release

  20. Thank You

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