Agenda Item 5.B 5/20/2013 Exhibit 5B. Customer Engagement. Public Utilities Board. May 20, 2013
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1 Agenda Item 5.B 5/20/2013 Exhibit 5B Customer Engagement Public Utilities Board May 20,
2 Customer Engagement Strategy Industry Trend Utility Transformation First component of Advanced Technology Initiative Supports Board Direction and Initiatives Impacts Internal and External Stakeholders Change Management 2
3 Customer Engagement Develop customer relationships Holistic approach (awareness, consideration, inquiry, action, sustainability) Customer empowerment 3
4 Customer Engagement Drivers Maintain and/or increase satisfaction ratings Customer empowerment Increased customer expectations Increase value added service Technology advancement Supports Hometown Connections/RKS Survey Findings 4
5 Areas of Opportunity Recommendations Actively increase and promote self serve channels to provide a positive experience at lower cost Formalize a Communications Plan and Strategy Including Social Media Improve customer engagement with energy management programs Research technology Rationale Implement new self serve options for customer choice. Offer customers alternative service channels. Develop communication campaigns and strategies for more effective communication. Provide customer awareness and tools for engagement n energy management. Implement technology to provide cost effective service through multichannels. 5
6 Customer Engagement Initiatives ( ) Communication Web Enhancements Engagement Platform Research Mobile Apps Web Enhancements Web Chat Electric Vehicles Communications Plan Social Media Energy Orbit 6
7 Solution Performance Metrics Customer Satisfaction/Trust (5% 10%) Communication/Active Relationship (5% 10%) Energy efficiency (1.7% 2.2%) Program participation (median 60%) 7
8 Questions? Sherri Hong AGM CRD (510)
9 Opower introduction Our company 350 people 80+ clients in 7 countries $40M annual R&D budget Our core competencies Applied behavioral science Big data analytics Consumer marketing User-centric software design Our results 2+ TWh of savings $220M in bill savings ~5% increase in cust-sat OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 1
10 80+ utility clients in 7 countries Australia New Zealand United Kingdom OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE France 2
11 Opower s utility partners in California OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 3
12 Pillars of customer engagement Outbound communications Outbound (e.g. , mail) are as important as inbound (e.g. web) Big data analytics Personalized insights are what engage people User-centric design Unified experience Passion for EE Platform flexibility Tireless focus on making beautiful, delightful experiences Designed from the ground up to be one extensible platform for all channels Customers want to save money. EE is the best way to win their trust and satisfaction A platform that can be extended, integrated, and customized OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 4
13 Opower s customer engagement tools Help them care Help them understand Help them take control Help them take action OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 5
14 Engineering backbone of Opower Our Developers, Product Managers, and Designers come from industry-leading companies including: Departments Current headcount End of 2013 Product and Engineering R&D OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 6
15 OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE Customer Engagement Platform: Screenshots of AMP s Customer Portal May 20, 2013
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24 OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE Thank you! David Kirkland Adnan Chaudhry
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