leveraging the power of trade ally programs eric de lacoste program manager, customer engagement...
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Leveraging The Power of Trade Ally Programs
Eric de LacosteProgram Manager, Customer Engagement
Eversource Energy
Eversource Overview
Eversource Energy's gas business serves 504,000 customers in 122 communities in MA and CT covering 3,376 square miles.
Formerly Yankee Gas (CT) and NSTAR Gas (MA)
Re-branded in February, 2015 3.6 million total gas and electric
customers in CT, MA and NH
Selling Gas Conversions Past 4 Years
New Reality
8/25/15
Reasons Customers Don’t Switch
GAS AVAILABILTY
COST TO SWITCHCOST TO SWITCH
INERTIA
LACK OF AWARENESS
OIL VS. GAS PRICESAFETY CONCERNS
Current Contractor Program - CT
Comprehensive Energy Strategy (CES)
Utilize a “network” of heating contractors to support growth effort– Free market methodology – we respect the contractor’s
business and operations
– New customer satisfaction survey at conclusion of installation
Vetting Process– License Check
– BBB & Angie’s List
– Website review
Current Contractor Program - MA
Preferred Contractor Program
Pre-set pricing
Specific brand equipment
Various efficiency levels
Contractors agree to honor pricing to participate in program
Proposed Contractor Program – CT/MA
Value Price Contractor Program
VOLUNTARY – Participating contractors get “Value Price” logo by their name
Specific pricing for various tiers of efficiency
Brand-neutral – Contractors install their preferred name-brand equipment
Basic guidelines
– 120,000 BTU or less
– Two zones with new circulators
– Electrical and all permits included
– Includes equipment, labor, parts, and 50 feet of gas piping
– Removal of old equipment (not including oil tank)
Extra cost – higher BTU equipment, extra zones, chimney liners, extra duct work, oil tank removal, water heaters.
Preliminary Pricing
Standard-efficiency boiler installed -- $7,500
Mid-efficiency boiler installed -- $8,100
High-efficiency boiler installed -- $9,999
High-efficiency furnace installed -- $7,500
Conversion burner - $4,000
Proposed Contractor Program – CT/MA
Program to be widely marketed– Website
– Customer information packet
– Marketing collateral
– Sales team
Follow-up survey with each conversion customer– Collect information about pricing, experience etc.
– Information to be shared in future with customers
– Contractors not adhering to program get removed
Participating contractors get extra leads Future lead sharing including text messaging,
SalesForce.com etc.
Questions?