Customer Rebate Management: Scottsdale Water's Modern Approach to Rebates. July 26, 2018

Transcription

1 Customer Rebate Management: Scottsdale Water's Modern Approach to Rebates July 26, 2018 Welcome Webinar will be 60 minutes in length with time for questions Audio is through your telephone or computer microphone & speakers The webinar phone line will be muted during the presentation because we are recording Questions can be typed in throughout the webinar and will be answered at the end by the speakers 2016 Copyright AWE. All Rights Reserved Water's Modern Approach to Rebates 1

2 Webinar Goals Discuss the problems that AWE Member Scottsdale Water had in tracking rebates Describe how Scottsdale teamed up with AWE Member AIQUEOUS to minimize the labor intensive task of processing rebates using an innovative online platform Show how Scottsdale s use of the WaterWays platform gave them what they needed, and what the positive results have been for the past 2 years Speakers Mary Ann Dickinson, President and CEO Alliance for Water Efficiency Adria Surovy, Water Conservation Specialist City of Scottsdale Dan Merchant, Vice President of Operations AIQUEOUS Water's Modern Approach to Rebates 2

3 Total population: 254,514 Bachelors Degree: 34% Graduate Degree: 22% Median Household Income: $85,755 65% Own, 35% Rent Until early 1980s, 100% reliant on groundwater Today, 90% of total water supply comes from renewable surface water and recycled water Operates one of the most advanced recycled water treatment facilities in the world 2.5 billion gallons for turf irrigation 1.5 billion gallons for recharging Scottsdale s aquifer First city in AZ to meet safe yield putting more water in the aquifer than we take out Since 2006, nearly 20 years ahead of the statemandated deadline Scottsdale Water Conservation Office 1978 Xeriscape conversion awards 1982 Water conservation awareness program 1990 Water Conservation Plan 1992 Ordinance * 1997, 2002, 2016 Agreements with ADWR 2008 Scottsdale Xeriscape Garden at Chaparral Park *Ordinance Water feature limitations (commercial), turf limitations (commercial and HOAs), turf limitations for model home landscaping, leakage (escape of water prohibited), and REBATES! Water's Modern Approach to Rebates 3

4 Design and Management of Rebate Programs Design Historical Once you give more money, hard to back down Ordinance Do not write for exceptions Make firm, but flexible Permit cost WaterSense guidelines Water savings studies In house and external Precision conservation: right rebate for the right customer [Some] Customer feedback Better for process improvement, not rebate selection If you consistently hear the same questions, ask yourself why Management Old: Excel spreadsheet Paper record Cumbersome Hand type information Prone to error New: The rebate rule of thumb customers will find a way! Water's Modern Approach to Rebates 4

5 Current Rebate Program Launched July 2016 WaterSense Devices: Toilets up to $75 Urinals up to $200 (waterless qualify) Showerheads up to $25 Irrigation Controller up to $250 Removals: Water softeners two installments of $125 Pool/spa* up to $1,500 Turf up to $1,500 residential, up to $5,000 multifamily/commercial *Single family residential only Big Questions Big Challenges What are our biggest challenges? Challenge #1: Customer Service Challenge #2: Tracking & Reporting Challenge #3: Communication Challenge #4: Time Management Challenge #5: Assessment & Development What do we want our rebate program to accomplish? Get customers interested in Water Conservation programs Water savings with a caveat, whole program savings, some rebates about perception Water's Modern Approach to Rebates 5

6 Challenge #1: Customer Service Age distribution Out of date paper applications Employees at box stores or plumbers/contract workers word taken as authority Photos required for removals Processing in a timely manner Customer Service: Solutions Online application How to deal with multiple rebates of one type Required fields What do you need to conduct analysis in the future? Receipt date Artificial turf Photo release or release for promotions? Link back to your website mimic same look Marketing materials now only feature website, not program specifics Water's Modern Approach to Rebates 6

7 Customer Service: Solutions How to Transition from Paper to Web Took 3 years Year 1: submission available Year 2: online application main form, but paper/ still available (hybrid) Year 3: everyone pushed online, print ondemand for paper (digital) Meet with internal staff each year, visit areas that use paper applications, and visit box stores Time & date stamp applications If more than one office handles, include office stamp You will always have some paper devise a system for management! What to specifically include on paper: DO NOT DUPLICATE HOA & property management contact, if applicable Version date + Please go online for latest version Applying online saves time and processes your rebate(s) faster Deadlines Program requirements (table/check list helps) Caveat with or until funds are depleted If separate applications, plug other rebate programs! Customer Service: Solutions Website Optimize how quickly residents can find your page on your city s website Shortened URL WaterRebates.com/Scottsdale Make readable (within your control) Make application button BIG People like rebates use webpage to launch into other programs, directly link Tables help with clarity If you require photos, have examples! Scottsdale currently does not have a link to paper application Mobile Optimized Application or Web Enabled Application Water's Modern Approach to Rebates 7

8 Challenge #2: Tracking & Reporting Excel spreadsheet static, snapshot of current standings Single family residential versus commercial programs over 10 different programs Run on programs and applications Water softeners Rebates completed in one fiscal year, rebated in following fiscal year Error manual entering of data Having to submit a request for a new report every time you want to ask a new question 25+ Fields entered manually Program Tracking: Solutions Dynamic view of all future, present, and historic program data Can easily separate out different sectors Can run reports on any time frame, measure, project, etc. New timeline to address warm season grass removal and end of year reconciliation A majority of the data entry is done by customer and verified on back end Target remarketing Water's Modern Approach to Rebates 8

9 Program Tracking: Solutions Timeline July 1: open all rebates* Nov 1: last call turf removal apps Nov 30: close turf removal apps Feb 28: close pool & softener removal apps Feb 1: last call pool & softener removal apps Mar 1: 30 day notice pool & softener completion & notification deadline Mar 30: pool & softener removal completion & notification deadline** May: process apps, post to accounts June July Aug Sept Oct Nov Dec Jan Feb Mar April May June: post program parameters on website Jan 1: 30 day notice for turf removal completion & notification deadline Jan 31: turf removal completion & notification deadline** Apr 1: last call device apps Apr 30: device app close *Receipts for devices must be dated in the current fiscal year i.e. for FY18, July 1, 2017 June 30, 2018 **Funds are encumbered for removal projects until the completion & notification deadline passes Challenge #3: Communication Multiple paper applications vs. website vs. marketing materials etc. Everyone has own style of communicating with customers Inconsistent messaging Shorthand notes not always understandable Customers pitting coworker vs. coworker Customer not including necessary information when submitting documents Piles of paper, unattached photos, letters, etc. Repeating work on a rebate or missing a rebate Illegible rebates Security for sensitive documents Water's Modern Approach to Rebates 9

10 Communication: Solutions One website, one application page Standardized communication templates Appearance of a front i.e. the message is coming from a system, not an individual Requiring documents or fields before submittal Assignment of work to individual people Record of tasks, phone calls, s Customers can take images with phone/tablet, upload with application Secure system and website Securely handle customer personal and tax information (W 9 s) Making Words Work For You Customers will respond differently to different phrasing/terminology What has worked for us: or until funds are depleted Notice to Proceed is an incentive program recent photos Applicant must be the current property owner / Rebates are property specific We do not reserve funds for incomplete applications New construction is ineligible What hasn t worked for us: 50% density for turf removals Removals/installations Warm season turf /ongoing artificial turf debate Water's Modern Approach to Rebates 10

11 Challenge #4: Time Management Over 1,200 rebate applications in Fiscal Year 2018, only 3 people processing, $190,000 budget Rebates that provide the most cost savings usually require the most time In person inspections, takes up precious field time (also have water waste investigations, efficiency checks, garden maintenance, etc.) Natural upticks and lulls in application submission Deadlines Winter visitors Holidays Previously no program deadlines When funds are not depleted, have to keep working on the program Time Management: Solution Automation of as many processes and reports as possible through WaterWays Aerial photography, digital photographs submitted by customer, and Google Maps can substitute for inperson inspections When inspector has to go in field, can use mobile app and upload images directly to the project, saving time Extended processing time for devices (2 months), can more easily visualize and manage workflow through heavy application periods with reporting First enforced program deadlines to single family residential in FY17, then to commercial in FY19 When rebates aren t back logged, can promote the program more, expending funds faster Water's Modern Approach to Rebates 11

12 Challenge #5: Assessment & Development WaterWays has drastically reduced processing time Processing time for each rebate varies, but on average would estimate 50% reduction Denials are being screened out, applications accepted only if necessary information is provided helps speed up time Traditionally did basic reporting each year, did not get to deeper analysis Not enough time to delve into data analytics, had to have interns review Opened an avenue to easily and efficiently collect more information for program development Artificial turf installation Receipt dates s for promotions Installation photos HOAs did not collect unit numbers originally, now can target market large properties and know which units qualify A cloud-based software-as-a-service (SaaS) solution for utility program management Track Measure Simplify Engage Stay on top of program implementation, daily tasks, & program reporting Evaluate program performance in real-time Automate data entry and customer messaging to free up time and resources Give your customers transparency into the rebate process Water's Modern Approach to Rebates 12

13 Applications Streamline application submittal & processing ONLINE APPLICATION Customers complete and submit application online AUTOMATED WORKFLOW Streamline application processing REPORTING & PROGRAM METRICS Custom dashboards offer real-time reporting and evaluation Program Management Plan, implement, & track utility programs from the cloud PROJECTS Track approvals and project documentation every step of the way CENTRALIZATION Access program, project, & customer account data all in one place PLANNING Coordinate field activities and inspections REPORTING Manage your budget and evaluate program performance in real-time Water's Modern Approach to Rebates 13

14 Customer Management Manage customer account information with ease ACCESS View/query customer-related information all in one convenient spot COORDINATE Schedule appointments, log calls, and send automatic notifications to customers Mobile Workforce Manage your operations from any mobile device DATA ACCESS Create and update records from any mobile device ANALYTICS Run reports and review dashboards on the go ATTACHMENTS Take photos or add documents as attachments ACTIVITIES Log calls, send s, and create tasks in the field COLLABORATION Takes notes and update record feeds on any record Water's Modern Approach to Rebates 14

15 Contact Info Phone (802) Address 502 West 30 th Street, #1 Austin, TX In Closing Many thanks for joining us! Questions? A PDF and a link for this webinar will be available in a few days. Additional questions? liam@a4we.org Don t miss our next webinar installment! Wednesday, August 29, 2018 at 1:00 Central California s New Conservation Requirements: Coming to a Theater Near You? Water's Modern Approach to Rebates 15

16 Thank You for attending the webinar! Water's Modern Approach to Rebates 16