Leveraging Business Intelligence to Increase Engagement and Eliminate Pain Points

Transcription

1 Leveraging Business Intelligence to Increase Engagement and Eliminate Pain Points Marcie Forster BGE, An Exelon Company Indy Ratnathicam FirstFuel Software May 2018

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

3 CONVERGED LOOK & FEEL, MAINTAIN OPCO BRANDING

4 My Account Single Sign-On

5 My Usage Weather Impact

6 My Usage Operating Schedule

7 My Usage Heat Map

8 My Usage End Use

9 CHALLENGE: MEETING BIZ CUSTOMER NEEDS 60% 87% 2x SHARE OF UTILITY REVENUES WANT TAILORED ENERGY SOLUTIONS AS MUCH CONTACT AS RESIDENTIAL

10 CHALLENGE: MEET THREE NEEDS AT ONCE Internal needs Provide a consistent customer experience to all Exelon Utility (EU) business customers EU has a consistent look for all its websites Customer needs Dashboard views of energy & demand Informative & easy to understand charts Multiple premise comparison of store locations Downloadable data Technology needs Vendor solution to work with various utility systems Show gas & electric data and multiple meters Desktop & mobile device presentment

11 COMMERCIAL NEEDS ARE DIFFERENT THAN RESIDENTIAL NEEDS Commercial 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 Residential 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

12 BGE S ENERGY EFFICIENCY PROGRAM STATS 1 COMPLETED JOBS TO BUSINESS CUSTOMERS SINCE INCEPTION 2 3 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 OUTREACH TO COMMERCIAL CUSTOMERS EE program outreach via ICF Newsletter Social Media Beacon advertising SMART ENERGY SAVERS WEBSITE Customer Spotlight Program Details Trade Ally Relationships Different Tariff Class of Participating Customers

13 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

14 WHAT IS BUSINESS INTELLIGENCE DATA ANALYTICS?

15 HOW THE PLATFORM WORKS DATA ANALYTICS SOFTWARE A. UTILITY DATA Meter Data Address B. DATA USABILITY Meter-Building mapping Data cleaning/validation C. IMPORT DATA Weather GSF Business Type D. ADVANCED ANALYTICS Weather & Operations End-Use Disaggregation Peer Benchmarking Bill Compare/Determinants Recommendations Savings Estimates Propensity Analytics High Bill Alerts/Forecast Rate What If Analysis E. CLOUD APPLICATIONS

16 WHAT IS SES-BIDA FOR BUSINESS? SES-BIDA is a significant increase in digital capabilities for ComEd, PECO, and BGE KEY FEATURES Energy Star Reporting High Bill Alerts Energy Savings Recommendations Portfolio Views Account Manager Tool Kit CSR Dashboard Tools Advanced Energy Analytics Green Button Download

17 Project Timeline

18 BIDA-SES CHANGE MANAGEMENT PLAN SUMMARY 2017 BGE ComEd PECO APR MAY JUN JUL AUG SEP OCT NOV DEC ADVISORY BOARD Go-Live: Res & Reports Go-Live: Olivine & Reports Monthly Meetings Go-Live: C&I & Reports ENGAGEMENT & COMMUNICATIONS Roadshow 3 Go-Live Comms Go-Live Checklist Final Logistics Call Go-Live Comms Go-Live Checklist Sandbox Challenge Roadshow 4 Project Update Corporate Comms Channels: Newsletter Articles, etc... Inform and Track Marketing / Customer Education Efforts Go-Live Go-Live Comms Recap Town Hall Q&A Go-Live Checklist Final Logistics Call CHANGE AGENT NETWORK Go-Live Prep Meeting TRAINING Job Aids MEASUREMENT DAP Training Cascade materials & provide feedback Plan, Schedule, Develop & Finalize Course Content Change Agent Checkpoint 3 Jun Meeting Job Aids Jul Meeting Change Agent Checkpoint 4 Aug Meeting Sept Meeting Train the Trainer OBIEE Training Oct Meeting FF Training Training Metrics & Reporting Go-Live Prep Meeting Go-Live Support Change Agent Checkpoint 5 Dec Meeting DAP Training

19 WHAT WENT LIVE? COMMERCIAL SCOPE New Online Energy Management Tool Single Sign-On & Delegate Access Reports, Alerts, & Pref. Center Account Manager Toolkit 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

20 Energy Usage Report, Weekly Electric Customers can sign up for weekly and monthly summaries of electric usage. Full View Above Detail Left

21 Key Learnings to Date

22 WHAT DOES EVERYONE NEED TO KNOW ABOUT IT? 1 SSO = Huge Pain Point Customer On-Boarding 2 Current customer s are with 3 rd party partners Very few engaged facility managers Accounts payable CC&B validation Tax identification number needed Landing page for commercial customers

23 THERE ARE LOTS OF MOVING PARTS Different & very specialized groups within the company Maintain similar Resi & Business Experiences What needs to be considered Change notifications Maintain common access across utilities

24 WHAT DOES EVERYONE NEED TO KNOW ABOUT IT? 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

25 2017 MAJOR THEMES Residential 10 Mobile Responsive Widgets Total / Combined Bill Views Commercial Single Sign On For All! Reports & Notifications Common Convergence Data Analytics Platform

26 SMART ENERGY SERVICES (SES) GOVERNANCE EU Customer Oversight Peer Groups EU Data Analytics Core Domains EU Grid Oversight Peer Groups Customer Experience Customer Care Billing and Payment Business Support New Business Project Mgmt. Work Mgmt. Credit and Collections Meter Services AMI Customer Grid (T&D) Fleet Mgmt. Vegetatio n Mgmt. Corrective / Preventive Maintenance Large Customer Services Demand Side Mgmt. echannels SES AMI Engineering and Design Mapping and Asset Records Operate and Restore SES Non Residential Working Group SES Residential Working Group 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.

27 2018 WORKING GROUP CADENCE Discuss Reporting & Data Analytics Roadmap Quarterly in person meetings Discuss Governance & Roadmap with Opower Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Monthly Skype Meeting Monthly Skype Meeting Monthly Skype Meeting Monthly Skype Meeting Skype meetings to be held in between in person meetings to discuss issues and future plans

28 2018 TIMELINE Borgata Release Real-Time Web Registration Access Net meter 2-Line graph Mar Apr May Jun Jul Aug Sep Oct Nov Dec Aria Release ComEd Commercial DR Enhancements 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

29 KPI S: HOW CAN WE TELL THIS IS WORKING OR NOT? Customer Engagement 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. % Growth in Digital Accounts Avg Time on Site # Unique Users # Repeat Users Most Frequently View Pages # Complete Profiles # Downloads

30 WHAT S NEXT: BEHAVIORAL What is Exelon s plan to capture savings from customers' behavioral actions? 2018 Discuss and review behavioral program with the evaluation team 2019 Further develop and discuss with PSC staff 2020 Prepare to file program for cycle

31 What s Next?

32 WHAT S NEXT: MARKETING How does Exelon plan to market this tool to their customers? Tradeshows Change of Marketing Materials Trade Ally Training Social Media Spotlights One-on-One s

33 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 retargeting Resend s to customers that opened first Lead generation and nurturing and social

34 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

35 BIDA KEY HIGHLIGHTS TO DATE 44 Million Notifications Sent 50 Custom Reports for Product Managers 90% Customer Sat for Weekly AMI Reports 570,000 MWh 4 Legacy Systems Retired (6 to go) 33 Source Systems 9,100 Terabytes $11 million Rebates Under Budget 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

36 FirstFuel s Outlook for Business Customers

37 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, nocost solutions Ensured business goals were met

38 THANK YOU! Questions?