Customer Engagement with In-Home Displays. October 17, 2012

Transcription

1 Customer Engagement with In-Home Displays October 17, 2012

2 Today s Presenters Jesse Berst Host & Moderator SmartGridNews.com Mark Eddings Dir of Marketing, Residential Retention Reliant Energy Mark Smith Principal, Smart Energy Reliant Energy Matt Smith Dir of Firmware Engineering Tendril Mike Ruth Sr. Director - Marketing Tendril

3 Mapping the Customer Journey April how Duke Energy is deploying state-of-theart paper and home energy reports May -- how Kansas City Power & Light uses a web portal to improve customer engagement October -- the next stage in the journey how Reliant Energy uses in-home displays to give consumers choice in how and where they engage with energy information

4 Agenda The Reliant story Reliant Energy The Texas market In Home Displays The Consumer Journey The in-home display (IHD) Consumer feedback Why an IHD? Challenges Why start with just an IHD? Issues along the way Customer support

5 Agenda (2) Customer Satisfaction What customers appreciate Complete esense programs Hear from customers Customer Choice Why Tendril The importance of providing choice How to build in choice How to get started

6 Matt Smith, Tendril Name Background Matt Smith Director of Firmware Engineering - Tendril Oversees Tendril s development of ZigBee Home Area Network devices. Previously at Ember Corporation, a maker of ZigBee silicon, software and tools. Involved with the ZigBee Alliance since Engineering positions at Lucent Technologies, Spring Tide Networks and Data General Corporation. Over 15 years of experience participating in and leading engineering teams, including development, sustaining, quality assurance and support. Bachelor's degree in Computer Science from Brown University.

7 Mike Ruth, Tendril Name Background Mike Ruth Senior Director, Marketing Tendril Over 25 years experience at successful, rapid-growth technology companies. Consumer marketing experience, includes the natural food and grocery industries and gaming systems for recreational and professional golfers. Director-level leadership positions at KLA-Tencor, a Silicon Valley semiconductor equipment manufacturer, and Wind River Systems, an embedded software and tools company. Over four years in Asia expanding existing businesses, establishing new revenue streams and building new local organizations. B.S. in Electronic Engineering Technology from DeVry Institute of Technology in Ohio, and an M.S. in Computer Engineering from Santa Clara University.

8 Mark Smith, Reliant Energy Name Background Mark Smith Principal, Smart Energy - Reliant Energy an NRG Energy company Business architect for residential smart energy solutions at Reliant Energy, the leading provider of smart energy products and solutions in the competitive Texas retail electricity market. Represents Reliant at state and national smart energy standards organizations. Over 20 years experience in hardware development and systems engineering. 10 years at Compaq Computer Corporation in production operations and engineering leadership positions. Master's degree in Systems Engineering from North Carolina State University and a BS in Industrial Engineering from Texas A&M University.

9 Mark Eddings, Reliant Energy Name Background Mark Eddings Director of Marketing, Residential Retention Reliant Energy Leads the smart energy marketing team at Reliant Energy, the leading provider of smart energy products and solutions in the competitive Texas retail electricity market. Responsible for residential customer retention, including contract renewals, and the marketing of Reliant Home Solutions products. Previously worked on the Small Business team at Reliant before moving into Residential in MBA from the Jones School at Rice University and a BBA in Marketing from Texas A&M University.

10 NRG Energy By the Numbers M 25K 20M 1/ ranking ranked by Fortune Magazine; *Since 2000 Fortune 500 and S&P 500 Index company 5 th largest in the energy sector + 16 th fastest growing company in America + Serving more than 1.9 million customers with NRG retail brands Generating more than 25,000 MW of global, diverse energy Providing enough generation capacity to power 20 million homes Reducing emissions by nearly ½* for a cleaner NRG SG News Webinar #3 October 17,

11 Texas Deregulated Market SG News Webinar #3 October 17,

12 Reliant e-sense Smart Energy Solutions Over 650,000 customers benefiting from at least one of our many e-sense Smart Energy products or services Over 90% of Reliant customers have Advanced Meters! Over 45 competitive retailers selling more than 250 electricity plans in Houston alone! SG News Webinar #3 October 17,

13 e-sense Product Progression Engage/Educate through information and convenience Web Portal Gadget Energy Monitor Mobile/Txt Alerts Enable new product choices to empower consumers Weekly Payment Plans Solar Pricing Plans EV/Fleet Provides platform for new services Appliances Automation Thermostats/ Controllers Partner Offers 2008 NRG SimplySmart Solutions LLC. All rights reserved. SG News Webinar #3 October 17,

14 IHD Provides Energy Insights Customer Convenience Home Energy Monitor Product deployment > 10,000 units Real-time View of Current Energy Use Advanced meter communication every 10 sec. Provides Consumer Choice Portal, mobile, IHD Provides Convenience Where to engage with energy in their daily lives Flexible Content Options Alerts / notifications Graphs daily, monthly, year-on-year No Internet Connection Required SG News Webinar #3 October 17,

15 Consumer Feedback on the IHD Better Decisions At first I was freaked out by the daily cost of running the A/C on really hot days, and then I noticed the uptick on days when we ran the clothes dryer I was really surprised, With the home energy monitor, we know how much it actually costs to use our appliances everyday. With that kind of information, my family and I can make better decisions about what we use and when as we try to reduce our energy bill. Real-time Control I know right away whether I m making good choices or not. It s almost impossible to wait to the end of the month and get your bill and determine what drove usage so high. This gives you the feedback right away. Super Easy! There was nothing to it. All you had to do is plug it in and it worked. You may not know what to do to get all the features, but you can get some information right away and figure some out just by playing with it. SG News Webinar #3 October 17,

16 Consumers Drove Real-time Data Value Without an IHD, AMI Data is delivered: at best 23 hours delayed, most data 48 hours old by the time customers have access. Deliver Insights in Real-time and Over Time E-Sense Home Energy Monitor (IHD) Provides real-time energy consumption and more. E-Sense Online Account Management (Portal) Historical view of energy use, and SMS alerts, Neighborhood energy compare and Home energy disaggregated usage. E-Sense Weekly Summary Delivers week over week comparison of the customers usage and energy cost. SG News Webinar #3 October 17,

17 Consumer Market Research High Appeal Saving money Saving electricity Moderate Appeal Environment features Low Appeal Non-energy bells & whistles MP3 players Photo displays SG News Webinar #3 October 17,

18 Why an In-Home Display? Goal: Reliant's IHD Customer satisfaction and retention Service differentiation in the fiercely competitive Texas retail market! Capitalizing on AMI Meters Many Texas AMI filings were approved in 2008 Reliant sought to be first to market in the HAN space with our partnership with Tendril and the development of the Home Energy Monitor. Deliver Real-Time Data Direct IHD-meter integration with Tendril Delivered real-time data Communication every 10 seconds SG News Webinar #3 October 17,

19 Questions? SG News Webinar #3 October 17,

20 Required Features Engaging Consumers through an IHD Reliant Achieves High Consumer Appeal Focus on real-time savings Consumers can act and immediately see benefit Actionable Data for Consumers to Achieve Savings Real-time electricity cost Current usage in both kilowatts and dollarsper-hour Daily energy cost Comparisons to the previous day s cost Monthly cost tracking with up-to-date cost information SG News Webinar #3 October 17,

21 Why Start with Just an IHD? History of the Home Energy Monitor 2-Way Communications Scaling Back 3 years ago the solutions were not as robust The challenges of networking multiple devices Once one solid offer then can augment with thermostats, gateways, et. al. Custom Firmware co-developed by Reliant and Tendril Customer entered price of electricity Calendar month based cost estimates vs. billing period Field diagnostics for CSR-prompted troubleshooting SG News Webinar #3 October 17,

22 Challenges Along the Way Learnings that enhanced consumer engagement Customer Engagement Ease of install Device drove engagement through design and features Customer request driven Critical that customers request the device Incentives drove shelf-ware behavior Ease of Delivery Reliant-designed provision and deploy process SEP 2.0 MRD Provisioning Scenario P2 Direct Delivery, Self-Install Plug-n-Play B2C fulfillment and back office integration Fast Consumer Issue Response Reliant and Tendril increased the on-device diagnostics Importance of training customer support reps SG News Webinar #3 October 17,

23 Why and How to Make it Super Simple Easy for Consumers to Set Up and Use Integration with Backend Systems to Provision Devices Shipping the Right Device to the Right Customer Integrate to Smart Meter Texas = Meter support for L+G and Itron To Register? Simply plug in the device! SG News Webinar #3 October 17,

24 Starting a Consumer Engagement Program 1. Define Goals 2. Market Segmentation 3. Choose Right Solution for Program Month Pilot 5. Rollout DEVICES ENERGIZE SG News Webinar #3 October 17,

25 Tendril A Snapshot Delivers Consumer Engagement applications, products and services Energize energy application suite energy reports, , web, mobile, device control/management Built upon and enabled by Connect an open and scalable platform Tendril s solutions include: Energy efficiency programs Demand response/load control programs Marketplace applications Whole home orchestration programs HQ Boulder, Colorado Offices in Boston, San Francisco, and Melbourne, Australia Backed by leading US and European venture capital Over 40 energy provider and ecosystem customers world-wide North America, Europe, Australia More than 400 developers on the Connect platform In the Tendril application developer program dev.tendrilinc.com Over 20 applications built using Tendril Connect TM open APIs SG News Webinar #3 October 17,

26 Behavioral Science Deliver actionable information, not data Modeling and analytics deliver personalization and value Control Orchestration Distributed Generation, EVs Insight Home Energy Reports, Web & Mobile app Choice Pricing, Devices, Utility Programs Demand Response, Load Control Behavioral Science Building Energy Science SG News Webinar #3 October 17,

27 Applied Behavioral Change Framework Active and Social Learning Persistent behavior change occurs when people have a meaningful goal, steps toward that goal, progress to goal feedback and social support. Right Time/Place Relevant, timely information and/or feedback enhances motivation for change. Social Environment Community Expert and peer forums, comparisons, challenges, leaderboard, points systems SG News Webinar #3 October 17,

28 The Importance of Customer Choice Key Behavioral and Social Concept concept Consumers must feel in control; One size doesn t fit all How, when and where they want to interact with energy How much information they receive and share Which programs they engage in and actions they take design Choice is inherent in Tendril s solutions in touchpoints: paper, , web, mobile, devices in behavior components: goal setting, choice of actions in social components: read/write forums, challenges, public profile in taking action: program signup, EE product purchase results With Choice, consumers engage more! Insight, awareness, excitement, loyalty from customers (Reliant) Persistent savings, interaction, social engagement (Cape Light) Spend 20X more time understanding energy (confidential) Participate actively in peak load mgmt events ( summer DR pilot results) SG News Webinar #3 October 17,

29 Accelerating Consumers up the Value Chain Our goal with every customer SG News Webinar #3 October 17,

30 Questions?

31 Thank You Jesse Berst Host & Moderator SmartGridNews.com Mark Eddings Dir of Marketing, Residential Retention Reliant Energy Mark Smith Principal, Smart Energy Reliant Energy Matt Smith Dir of Firmware Engineering Tendril Mike Ruth Sr. Director - Marketing Tendril mruth@tendrilinc.com