Transcript OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE How Opower is engaging energy customers Opower overview Company » Working with 90+ utilities in 8 countries » 500 people.

OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE
How Opower is engaging energy
customers
Opower overview
Company
» Working with 90+ utilities in 8 countries
» 500 people in Singapore, Tokyo, London, San
Francisco, and Arlington, VA (HQ)
» 40% of US household data under management
» Had our IPO this year!
DNA
Impact
» Three sciences
» 5% increase in customer satisfaction
» Computer science
» Data science
» Behavioral Science
» Reaching 80% of customers with
communications
» Significant increase in participation in other
utility programs
» 1.5-2.5% reduction in total consumption
» 5% reduction during peak events
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Enterprise customer engagement platform
Smart Grid
Customer Care
Energy Reports
Behavioral
Energy Efficiency
Behavioral
Demand Response
Usage Alerts
Concurrent Outbound Messaging
Extensible Web & Mobile
Personalization Engine
Big Data
Analytics
Thermostat
Management
Data Integration
System
Utilities care deeply about customer
engagement
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But engagement has proven difficult
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Google and Microsoft
FAILED
FAILED
Leading to costly delays & political turmoil
2012 Xcel’s SmartGridCity Plan Fails to
Connect with Boulder
2010 Fairfax Passes Six-Month Ban On
Smart Meter Installation
2010 Dominion Drops System-wide
Smart Meters
2009 PG&E Faces Revolt Over
Smart Grid
What do utility customers want?
Reliability
Low Bill
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Everyone wants to know how to save
How likely are you to use smart meter information to manage and reduce use?
Source: State of the consumer report 2013: Smart Grid Collaborative
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Four lessons of customer engagement
Insights, Not Data
Proactive Help
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Make it Personal
$
Show Real Savings
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Insights, not data
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Make it personal
» Segment on more than 80
attributes, including demographic,
utility-provided and Opowerderived
• Program design data
• Utility-derived information
• Demographic information
• Opower-derived insights
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Make it easy
Weekly
Progress Emails
Automatic
Usage Alerts
Enhanced
Bill Pay
4:20 PM
UtilityCo
Bob: You’re headed for
a high bill of $90 for
June. To find ways to
reduce your bill, visit:
utilityco.com/reports
June 16, 2012 4:20 PM
“Hi, this is your requested high
energy use alert from UtilityCo.
Based on your usage it looks
like your next bill might be 40%
higher than what you normally
use this time of year….”
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Show customer savings
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Measure your results
Sustained energy efficiency
% kWh savings across programs
Peak savings
Avg. hourly kW reduction per household
~2x kW
savings
5%
4%
Equitable reach
% kWh savings
3%
2%
3%
1.5% to
3%
2%
1%
1%
0%
1
11
21
31
0%
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Program duration
Non-peak
Digital engagement
Industry avg.
Peak
Stretch marketing spend
13%
440%
120%
Control
12%
4%
23%
Web click through
Customer satisfaction
Opower Impact
TV ad recall
Opower
Email open rate
Various income brackets
Opower
OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE
Wants to
Wants to Trustworthy
help me save help me
source of
money
reduce my information
energy use
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OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE
Thank you!
[email protected]