Get the Most from Your Trade Allies

Transcription

1 Get the Most from Your Trade Allies Applying Proven CX Methodologies to Trade Ally Management E Source and Platte River Power Authority Web Conference August 26, 2015

2 Customer Experience (CX) for DSM and Trade Allies Trade allies Customer DSM programs Critical intersection: Real-time feedback Visibility and insights Added value Point of sale Customer satisfaction Lower costs E Source 2

3 DSM Program Allies Design & specify Architects Designers Engineers Supply chain Retailers Distributors Wholesalers Manufacturers Installation & service contractors HVAC Plumbing Electrical Lighting Building shell Energy auditors Building Performance Institute certified Certified Energy Auditor RESNET-accredited General contractors Home builders Commercial builders Remodel and retrofit E Source 3

4 Why Focus on Trade Allies and CX? Perception Reality Trade allies / customer experience Time E Source 4

5 Why Focus on Trade Allies and CX? Perception Reality Trade allies / customer experience Consistent gap Time E Source 5

6 Why Focus on Trade Allies and CX? Perception Reality Trade allies / customer experience Time E Source 6

7 Benefits of Applying CX Principles to Trade Allies Enhance experience Increase program enrollment Increase brand loyalty Improve operational efficiencies Drive deeper engagement Provide continuous feedback E Source 7

8 Trade Ally Value Proposition Equipment incentives Training Marketing and sales Credibility support E Source 8

9 Narrowing the Gap I want to improve the lights in my office building and save money, but I don t have time to jump through a bunch of hoops. I need project leads for doing lighting retrofits, but I have a small shop and can t waste time attending trade ally trainings through the DSM program. Feedback Customers Trade allies E Source 9

10 Applying CX Principles to Trade Allies Understand their perspective Incorporate feedback Strengthen the value proposition Deepen engagement Improved quality of work Increased customer satisfaction Easier trade ally recruitment Increased energy savings E Source 10

11 The Energy We Live By The Energy We Live By Get the Most from Your Trade Allies Adam Perry, Senior Customer Service Specialist Platte River Power Authority

12 The Energy We Live By Estes Park Longmont Fort Collins Loveland 12

13 The Energy We Live By Efficiency Works for Business Free technical support Energy and water assessments and commissioning Rebates & grants Contractor and customer monthly trainings Efficiency Works for Homes Efficiency audits & rebates Energy efficient lighting in Retailers Northern Colorado ENERGY STAR Homes

14 The Energy We Live By Energy Efficiency History and Growth 3,000 Annual No. of Projects and Audits 2,500 2,000 1,500 1, (proj) Business Projects Business Audits Residential Audits * Prior to August 2014, residential audits were provided independently by Fort Collins, Longmont, and Loveland

15 The Energy We Live By Happy contractors Happy customers

16 The Energy We Live By Customers want An easy process To know and trust To save money To be comfortable To save energy & the environment A good project experience

17 The Energy We Live By Contractors want An easy process To make money Leads and sales tools A good project experience Engaged customers To be seen as credible

18 The Energy We Live By Energy Efficiency Programs Easy administration Cost-effective Save energy Higher standards & ethics Good experience for contractors and customers Positive recognition

19 The Energy We Live By Utilities provide An easy process A way to make money Leads and sales tools A good project experience Engaged customers Credibility Higher standards & ethics

20 The Energy We Live By Utilities provide An easy process Knowledge and trust A way to save money Comfort A way to save energy & the environment A good project experience

21 The Energy We Live By Tale of two programs 100% 80% 60% 40% 20% Contractor referrals Business Easy to participate Easy to administer Provides leads and rebates Contractor & Utility 0% Business Home Standards / specs Utility recognition Control of message

22 The Energy We Live By Tale of two programs 100% 80% 60% 40% 20% Contractor referrals Homes Easy to participate Easy to administer Provides leads and rebates Contractor & Utility 0% Business Home Standards / specs Utility recognition Control of message

23 The Energy We Live By Tale of two programs 100% 80% 60% 40% 20% Contractor referrals Utilities Easy to participate Easy to administer Provides leads and rebates Contractor & Utility 0% Business Home Standards / specs Utility recognition Control of message

24 The Energy We Live By Feedback to help accomplish this It s easy to participate in Accessible to talk to about One-on-one confidential conversations versus trade ally advisory boards Partnerships All about relationships! Utilities Easy to participate Easy to administer Provides leads and rebates Standards / specs Utility recognition Control of message Contractor & Utility

25 The Energy We Live By Strategies to accomplish this Provide online tools for rebate calculations Provide good customer service and partnerships and be accessible Quick rebate payments to contractors within 30 days Stay out of sales process and their customer relationship as much as possible Value Proposition Easy to participate Easy to administer Provides leads and rebates Standards / specs Utility recognition Control of message Contractor & Utility

26 The Energy We Live By Strategies to accomplish this Provide online tools for rebate calculations Provide good customer service and partnerships Quick rebate payments to contractors within 30 days Stay out of sales process and their customer relationship as much as possible Value Proposition Easy to participate Easy to administer Provides leads and rebates Standards / specs Utility recognition Control of message Contractor & Utility

27 The Energy We Live By Strategies to accomplish this Provide a searchable list for customers to see ratings and # of projects from participating contractors Improves customer experience Rebates help make the sale and add credibility Value Proposition Easy to participate Easy to administer Provides leads and rebates Standards / Specs Utility recognition Control of message Contractor & Utility

28 The Energy We Live By Strategies to accomplish this Standards should rely on code requirements for safety and installations with agreements Specifications should drive rebate requirements and quality of projects Trust but verify Trainings help Make it easy to understand and not far outside their regular skill set Value Proposition Easy to participate Easy to administer Provides leads and rebates Standards / specs Utility recognition Control of message Contractor & Utility

29 The Energy We Live By Strategies to accomplish this More difficult in a contractor-driven program Provide flyers and materials for contractors to use Customer can receive an efficiency assessment/ audit/advisor Customer receives a window cling and letter Value Proposition Easy to participate Easy to administer Provides leads and rebates Standards / specs Utility recognition Control of message Contractor & Utility

30 The Energy We Live By Energy Efficiency Programs Easy to participate in and administer Pay rebates based on specifications related to higher EE Provide rebate tools for sales without needing preapproval first Rely on agreements between utility and contractor for enforcing standards & ethics Add credibility of contractors but use customer ratings All about relationships!

31 The Energy We Live By I recommend Efficiency Works to any company looking to minimize operating and maintenance costs. Spiro Palmer, Palmer Flowers & Palmer Property Management Repeat participant 2009, 2012, 2013, 2014, 2015 Multiple project and sites: Retrofitted interior and exterior lighting, walk-in coolers, building automation systems, with new gaskets and door closures Project costs: $85,600 Incentives: $55,800 Annual savings: $24, ,000 kwh Payback: 1.2 yrs

32 The Energy We Live By Happy contractors Happy customers

33 A journey map is one of the most powerful tools a utility can use to understand how its customers and trade allies experience the organization E Source 33

34 Let s Take a Journey E Source 34

35 Journey Mapping s Impact on Trade Ally Networks External perspective of program processes Effectively prioritize negative touchpoints Improve customer and trade ally experience Identify & promote key positive touchpoints Streamline internal operations E Source 35

36 Map Your Customers and Trades Journeys E Source 36

37 Identify Critical Touchpoints E Source 37

38 Identify Critical Touchpoints E Source 38

39 Case Study: Nicor Gas Map contractor journey Residential rebate Incorporate feedback New marketing collateral Revisit application process Validate map Focus groups E Source 39

40 Case Study: Nicor Gas Map contractor journey Residential rebate Incorporate feedback New marketing collateral Revisit application process Validate map Focus groups E Source 40

41 Case Study: Nicor Gas Map contractor journey Residential rebate Incorporate feedback New marketing collateral Revisit application process Validate map Focus groups E Source 41

42 Case Study: Nicor Gas Map contractor journey Residential rebate Incorporate feedback New marketing collateral Rebate application journey Validate map Focus groups E Source 42

43 Case Study: Nicor Gas Setting up for success Existing relationship Demonstrated action No arbitrary deadlines Continuous listening E Source 43

44 Voice of the Customer The implied and expressed needs, desires, hopes, and preferences of a utility s customers that are used by the utility to design and deliver the optimal customer experience efficiently and effectively E Source 44

45 Gather and Manage Trade Ally Feedback E Source 45

46 Example Commercial Program Monitoring-based commissioning Few participants Generous incentives Approved trade allies I didn t know the network existed, nor do I have time to apply What s in it for me? Need to pinpoint why there s no uptick E Source 46

47 Example Commercial Program I couldn t find the program information on your website. There s a link to approved trade allies, but there aren t any monitoring-based commissioning listings. I called the utility when I couldn t find a contractor and the service I didn t rep know couldn t the tell network me anything. existed, nor do I have time to apply No one returned my for more What s in it for me? information E Source 47

48 Transform the Market by Applying CX Principles to Trade Allies Understand their perspective Incorporate feedback Strengthen the value proposition Deepen engagement Improved quality of work Increased customer satisfaction Easier trade ally recruitment Increased energy savings E Source 48

49 Benefits of Applying CX Principles to Trade Allies Enhance experience Increase program enrollment Increase brand loyalty Improve operational efficiencies Drive deeper engagement Provide continuous feedback E Source 49

50 Enhanced Experience, Increased Participation, Improved CSAT Number of programs participated in 0 39% 1 42% 2 45% 3 48% 50% 52% Percentage rating electric provider s overall performance as very good % Residential Energy-Use Study 2012 E Source Companies LLC E Source 50

51 Thank You! Questions? Adam Maxwell Director, Strategy & New Product Development Dan Dent VP, DSM Consulting Melanie Wemple Manager, DSM Consulting Adam Perry Senior Customer Service Specialist, PRPA E Source 51