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Leveraging Business Intelligence to
Increase Engagement and Eliminate
Pain Points
Marcie Forster – BGE, An Exelon Company
Indy Ratnathicam– FirstFuel Software
May 2018
Scope of the Project:What Made Exelon Invest in a Customer
Engagement Project?
CONVERGED LOOK & FEEL, MAINTAIN OPCO BRANDING
My Account Single Sign-On
My Usage – Weather Impact
My Usage – Operating Schedule
My Usage – Heat Map
My Usage – End Use
CHALLENGE: MEETING BIZ CUSTOMER NEEDS
60%SHARE OF
UTILITY
REVENUES
87%WANT
TAILORED
ENERGY
SOLUTIONS
2xAS MUCH
CONTACT
AS
RESIDENTIAL
CHALLENGE: MEET THREE NEEDS AT ONCE
• Dashboard views of energy & demand
• Informative & easy to understand charts
• Multiple premise comparison of store locations
• Downloadable data
Customer
needs
• Vendor solution to work with various utility systems
• Show gas & electric data and multiple meters
• Desktop & mobile device presentment
Technology
needs
Internal
needs
• Provide a consistent customer experience to all
Exelon Utility (EU) business customers
• EU has a consistent look for all its websites
COMMERCIAL NEEDS ARE DIFFERENT THAN RESIDENTIAL NEEDS
Commercial
Residential
Small Business Medium Business Large Business
• Rental / leased property
• More subject to economic ups and
downs
• Owner wears many hats including
energy manager
• Needs concise, easy to access
information
• Cost sensitive
• Very heterogeneous despite similar
energy usage or square footage
• More likely to own their business
property
• Employees who specialize
• Building age offers more opportunity for
energy efficiency programs
• Reduce costs for better profitability
• Specialized employees
• Facility staff controls energy use
equipment
• Has capital funds for improvements
• Homogeneous
• Greater utility customer satisfaction focus
• Electric bill now less than mobile phone or cable bills
BGE’S ENERGY EFFICIENCY PROGRAM STATS
3
2
1 COMPLETED JOBS TO BUSINESS CUSTOMERS SINCE INCEPTION
OUTREACH TO COMMERCIAL CUSTOMERS
SMART ENERGY SAVERS WEBSITE
• EE program outreach via ICF
• Newsletter
• Social Media
• Beacon advertising
• Customer Spotlight
• Program Details
• Trade Ally Relationships
• Different Tariff Class of Participating Customers
• Helped over 37,500 BGE businesses be more competitive
• Reduced total consumption over 2,746,000 MWh
• Saved greenhouse gases equivalent to 407,000 cars for one year
• Supported over 1,600 local contractors
ENERGY SOLUTIONS FOR BUSINESS
“With $200,000 in rebates,
our energy upgrades made
a big splash."
—Jacqueline Bershad
Savings at a Glance:
The National Aquarium used incentives to
install energy efficient light fixtures, LED
exit signs and variable frequency water
pump drives in its Inner Harbor facility.
Incentives Paid: $206,793
Cost Savings: $253,274/year
WHAT IS “BUSINESS INTELLIGENCE DATA ANALYTICS”?
HOW THE PLATFORM WORKS
B. DATA USABILITY
Meter-Building mapping
Data cleaning/validation
C. IMPORT DATA
Weather
GSF
Business Type
1
A. UTILITY DATA
Meter Data
Address
D. ADVANCED ANALYTICS
Weather & Operations
End-Use Disaggregation
Peer Benchmarking
Bill Compare/Determinants
2
E. CLOUD APPLICATIONS
3
Recommendations
Propensity Analytics
Savings Estimates
High Bill Alerts/Forecast
DATA ANALYTICS SOFTWARE
Rate What If Analysis
WHAT IS SES-BIDA FOR BUSINESS?
SES-BIDA is a significant increase in digital capabilities
for ComEd, PECO, and BGE
KEY
FEATURES
High Bill Alerts
Advanced Energy
Analytics
Energy Savings
Recommendations
Portfolio ViewsEnergy Star
Reporting
Green Button
Download
Account Manager
Tool Kit
CSR Dashboard
Tools
Project Timeline
BIDA-SES CHANGE MANAGEMENT PLAN SUMMARY
BGE │ComEd│PECO
2017
APR MAY JUN JUL AUG SEP OCT NOV DEC
Plan, Schedule, Develop & Finalize Course Content
Corporate Comms Channels: Newsletter Articles, etc...
ENGAGEMENT & COMMUNICATIONS
Go-Live Checklist
Go-Live: C&I & Reports
Sandbox ChallengeRoadshow 3
Inform and Track Marketing / Customer Education Efforts
Go-Live: Res & Reports
MEASUREMENT
TRAINING
CHANGE AGENT NETWORK
Go-Live Prep Meeting
FF Training
Cascade materials & provide feedback
Change Agent
Checkpoint 3
Change Agent
Checkpoint 5
Jun Meeting
Monthly Meetings
Train the Trainer
Go-Live Support
Training Metrics & Reporting
Town Hall Q&A
Go-Live Checklist
Go-Live
Recap
Final Logistics Call Final Logistics Call
Go-Live Comms
Go-Live Comms
Go-Live: Olivine & Reports
Go-Live Comms
Go-Live Checklist
Jul Meeting
Aug Meeting
Sept Meeting
Oct Meeting
Go-Live Prep
Meeting
Job Aids
Dec
Meeting
ADVISORY BOARD
DAP Training
OBIEE Training
Job Aids DAP Training
Project Update Email
Roadshow 4
Change Agent
Checkpoint 4
WHAT WENT LIVE? COMMERCIAL SCOPE
New Online Energy Management Tool
Single Sign-On & Delegate Access
Account Manager Toolkit
Reports, Alerts, & Pref. Center
•Portfolio view dashboard
•Download usage
•Tools for Net Metering customers
•Understanding weather impact &
operating schedule
•End Use Disaggregation
•Personalized ECMs
•Customizable Site Profile
•EPA Energy Star integration
•Assessment Reports
•Single Sign-On
•Ability to add and
remove third parties
•Energy Usage
Reports
•Daily Usage Alert
•High Usage Alert
•Customizable
preference center for
reports & alerts
•Access to an aggregated
portfolio view
•Better visualization and
understanding of data
•Dozens of customizable
parameters for account
filtering
Energy Usage Report, Weekly – Electric
Full Email View Above
Detail Left
Customers can sign up for weekly and monthly summaries of electric usage.
Key Learnings to Date
WHAT DOES EVERYONE NEED TO KNOW ABOUT IT?
SSO = Huge Pain Point
Customer On-Boarding
Current customer
emails are with 3rd party
partners
Very few engaged
facility managers
Accounts payable
CC&B validation
1
2
Tax identification
number needed
Landing page for
commercial customers
THERE ARE LOTS OF MOVING PARTS
Different & very specialized
groups within the company
Change notifications
Maintain common
access across utilities
Maintain similar Resi &
Business Experiences
What needs
to be
considered
• For Exelon, bringing three utilities with different system together in a ‘converged project’ was challenging at times
• Resistance to surrendering legacy systems internally and customer facing - change factor
• What’s the difference between eChannels and IT
• How do employees and contractors access the new platform
WHAT DOES EVERYONE NEED TO KNOW ABOUT IT?
2017 MAJOR THEMES
Residential 10 Mobile
Responsive
“Widgets“
Total /
Combined
Bill Views
Commercial
Single Sign On
For All!
Reports &
Notifications
Common
ConvergenceData
Analytics
Platform
SMART ENERGY SERVICES (SES) GOVERNANCE
SES
EU Customer Oversight EU Grid OversightEU Data Analytics
Customer
Experience
Customer
Care
Billing and
Payment
Credit and
Collections
Meter
ServicesAMI
Large
Customer
Services
eChannels
Demand
Side
Mgmt.
New
Business
Project
Mgmt.
Work
Mgmt.
Fleet
Mgmt.
Vegetatio
n Mgmt.
Corrective /
Preventive Maintenance
Engineering
and Design
Operate
and
Restore
Mapping
and Asset
Records
CustomerGrid
(T&D)
AMI
Business
Support
SES Non
Residential
Working
Group
SES
Residential
Working
Group
Peer Groups Peer GroupsCore Domains
The purpose of the EU SES Working groups is to:
1. Work with our SES Vendor, EU IT, and other major stakeholders to build
and maintain an EU-wide product roadmap for Smart Energy Services.
2. Govern the EU Utility website and Products related to Smart Energy
Services to ensure EU is converged where possible.
3. Oversee cross-utility topics related to the SES vendor contract (i.e.
service level agreements, terms, and conditions, etc.)
4. Work with BIDA SES domain to incorporate the Data Analytics Platform
into overall business process to ensure each utility is taking advantage
of advanced analytic capabilities to improve EE and Customer
Experience.
2018 WORKING GROUP CADENCE
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Monthly Skype
Meeting
Discuss Reporting & Data Analytics
Roadmap
Skype meetings to be held in between in person meetings to discuss issues and future plans
Quarterly in person meetings
Discuss Governance & Roadmap with Opower
Monthly Skype
Meeting
Monthly Skype
Meeting
Monthly Skype
Meeting
2018 TIMELINE
Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Aria Release
ComEd
Commercial DR
Enhancements
Borgata Release
Real-Time Web
Registration Access
Net meter 2-Line graph
Caesar’s Release
PHI Gets Everything!
- 10 Residential Widgets
- 12 Commercial Web Features
- Residential Notifications/Alerts
- Commercial Notifications/Alerts
EU-Wide enhancements
- Energy Star Portfolio Manager
- Bill Forecast enhancement
- ComEd My Rates widget
KPI Summary: Provide energy usage & savings insight through a
premier, multi-channel customer experience that increases energy
awareness, improves customer decision making, enhances credibility, and
extends Exelon’s relationship as a trusted advisor.
Avg Time on Site% Growth in Digital Accounts
# Unique Users # Repeat Users
# Downloads
Most Frequently View Pages # Complete Profiles
Customer Engagement
KPI’S: HOW CAN WE TELL THIS IS WORKING OR NOT?
WHAT’S NEXT: BEHAVIORAL
What is Exelon’s plan to capture savings from
customers' behavioral actions?
2018
2019
2020
Discuss and review
behavioral program with the
evaluation team
Further develop and
discuss with PSC staff
Prepare to file program
for 2021-2023 cycle
What’s Next?
WHAT’S NEXT: MARKETING
TradeshowsChange of
Marketing Materials
Trade Ally Training
Spotlights
Social Media
One-on-One’s
How does Exelon plan to market this tool to their customers?
BGE’S INNOVATIVE MARKETING
• Advanced segmentation targets those most likely to participate
• Upselling / cross-selling programs
• Social media – Facebook and LinkedIn
• Geo-fencing – Web and mobile ads based on location
• Successful events – 3 A/C recycling events
• Email retargeting – Resend emails to customers that opened first email
• Lead generation and nurturing – Email and social
C&I MARKETING
• Sector-based• One-on-one customer communication
• Sector-focused account managers
• Strong trade ally network
• Shared customer experience• Testimonials
• Business cases
• Press releases, ground breakings, rebate check presentations
• Building analytics to educate and engage customers on building performance
BIDA KEY HIGHLIGHTS TO DATE
Way to Go Team!
• 44 million Notifications Sent –Including High Usage alerts during our Cold Weather Wave
• 9 Petabytes of DAP Capacity – The human brain can store 2.5 PB
• 570,000 MWh Saved – Could power University of MD for 2 years
• $11 million in PTR rebates paid to Customers
• Already retired 4 legacy systems which will grow to 10 by end of 2018
Under Budget
50 Custom Reports
for
Product Managers
44 Million
Notifications
Sent
9,100
Terabytes
90% Customer
Sat for
Weekly AMI Reports
570,000
MWh $11 million
Rebates
4 Legacy
Systems
Retired
(6 to go) 33 Source
Systems
FirstFuel’s Outlook for Business
Customers
HOW FIRSTFUEL & EXELON WORKED TOGETHER
“FirstFuel helped us achieve objectives in
enabling customer engagement which facilitated a
converged strategy for customers and unlocked
the value of data. We had confidence in FirstFuel’s
ability to deliver, which meant that we could focus
project resources on more complex integrations.”
Felt Davis- Business Lead, Smart Energy Services at BGE
Took time to understand the
customer
Found easy, no-cost solutions
Ensured business goals
were met
THANK YOU!
Questions?
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