tools to help customers achieve energy efficiency appa business & financial conference september...
TRANSCRIPT
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Tools to Help Customers Achieve Energy Efficiency
APPA Business & Financial ConferenceSeptember 14, 2009
Dan LockmanSenior Technology Consultant
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Apogee…• Leading provider of Online
Solutions for Energy Industry
• Founded in 1993
• Headquartered in Atlanta• Clients include over 400 utilities:
– Municipals, Cooperatives, IOUs– And their associations: APPA,
EEI, EPRI, NRECA
• After decade+ in business, now experiencing explosive growth, particularly in On-line Customer Self-service Energy Efficiency Tools and currently host and manage over 100 Utility Websites
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Energy Efficiency Needs
• Typically starts with a high bill call• How long is typical call?• Next step – re-read meter? in-home audit?• Audit report• Followup• 85% of all such calls, no changes are made by
the homeowner.• Time’s awasting… in your offices
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Self-help OnlineEnergy Efficiency Capability
Why A Website??
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Bottom Line
• Website offers fast, personal service– Everybody wants that kind of service!
• Survey Says:– Call Center Inquiries cost $7-10 each on average
nationally– Same function on the web costs 13 cents or less!
“Get’em off the phone and onto the web”
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The Facts
• 78% Access the Internet• 21% Visited their utility website
– Averaged 5.8 visits• 18% Pay their bill online
– 1/3 on utility website– 2/3 via their bank!
• (Delays payment and costs extra)
Get ‘em off the phone and onto the web-JD Powers 2008
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Website EE Tools will …
• Provide utility customers with state of the art tools for self-help
• Increase positive customer interactions • Encourage self-service• Increase customer satisfaction• Reduce administrative & operations costs• BUT THE TOOLS HAVE TO BE EASY TO
FIND, EASY TO USE AND EASY TO UNDERSTAND
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(Some of )The Energy Efficiency Tools
WPPI Energy
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Nashville Electric Service
Version 5.0 with BillingInsights™
for both Customers and CSRs
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BillingInsights™ for CSRs
Case One
Clean Living
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BillingInsights™ for CSRs
Case Two
Hard Working
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Kids Korner
Education Makes the Difference
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Commercial
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