Customer Engagement
Digital self-service program engagement and enrollment solutions for renewables, electric vehicles and electricity rates
Our customer engagement tools are built on a foundation of providing personalized estimates of the economic, energy and environmental impacts of DER technologies like solar and electric vehicles. With these tools, customers can understand new and unfamiliar technologies, the options available to them and then make informed decisions that allow them to take action, including moving directly to automated program enrollment.
When considering an automated customer engagement and enrollment solution, utilities should consider these factors:
Meet the digital expectations of today’s utility customers
Both commercial and residential utility customers are increasingly digitally savvy and expect automated online tools and resources that allow them to self-educate and self-serve in their utility programs. An automated customer engagement and enrollment solution should enable a utility’s customers to have a similar experience as they with Google search, Amazon shopping, streaming video services, etc. Today’s utility customers are looking for ways to educate themselves as they make important decisions about their adoption of solar, EVs and use of electricity.
Drive adoption of DER and electric rate programs with personalized, accurate information
Empower customers to make informed decisions with dynamic, automated, digital education solutions that provide personalized rate, renewable energy and EV recommendations 24/7 based on their specific needs and circumstances. Whether the customer is inquiring about the latest rate programs, residential or community solar, the latest EV or just wants the best rate plan, utilities need automated solutions that can respond to the breadth of the customer’s needs in a self-service format.
Leverage built-in flexibility to adapt to changing program requirements that scale
Today’s utility customers have a wide range of automated customer engagement needs across a variety of DER programs such as residential solar, community solar, EVs and rate selection. The ideal automated customer engagement solution should scale to support new energy programs and higher volumes of users. The ideal solution should be a single platform that can offer one or more automated customer solutions across a range of residential solar, community solar rates and EV programs.
Offer customized DER/EV program engagement
Not all automated education and engagement solutions are designed to address the unique needs of a specific utility and their customers. Customer education and engagement solutions that use trusted datasets, customized rate information and advanced calculations can provide the most accurate recommendations to customers. The ideal solution should deliver a personalized and optimized recommendation using side-by-side comparisons to empower customers to make informed decisions.
WattPlan® delivers on-demand, self-service assessments for a wide range of renewable energy, EV and rates offerings. With WattPlan’s automated, digital platform, utilities can:
- Facilitate self-serve education with personalized customer experiences
- Guide customers and gain an understanding of intent and attitudes towards DERs, EV and rate adoption
- Increase program engagement and participation
- Maintain and improve customer satisfaction