Energy Central Overviewenergycentral.fileburst.com/EC/PowerSession-12172020.pdf• Water Heater...

PowerSession™ SeriesMaximizing Beyond-the-Meter

Revenue OpportunitiesAn Expert Roundtable

December 17, 2020

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Presented by: Energy Central

Thank you to our sponsors:

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PowerSession™ Series: Maximizing Beyond-the-MeterRevenue Opportunities: An Expert Roundtable

Russ HendersonSenior Research Manager

Charwell, Inc.

Questions or Suggestions for Energy Central PowerSessions™? Reach out to us at [email protected]

We encourage your participation during our designated Q&A breaks, using the chat box on your screen. Unanswered questions will be addressed post-event. | The replay and slides will be available about a week after the session.

Rob GilpinDirector of Business Development

American Water

Mark WilkinsonSVP Products,

Ibex Digital

mailto:[email protected]

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Estimated Annual Revenue Share Projections

Based on internal data from partner data in IL, OH, IN, TN, FL, VA, GA, MA, PA, KY ,MD. Specific elements of agreement are variable from partner to partner (such as pricing and revenue share); these elements can affect a utility's revenue earnings.

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Partnership Highlights…

2.2 Million Connections

26% Penetration

Partner Since 1992

Warranty Programs:• Gas Line

• HVAC

• Appliance

• Electric Line

• Whole Home

• Surge Protection

• Plumbing Protection

3.5 Million Connections

20% Penetration

Partner Since 2013

Warranty Programs:• HVAC

• Gas Line

• Plumbing

• Electric Line


• Appliance

• Water Heater

432,000 Connections

20% Penetration

Partner Since 2018

Warranty Programs:• Water Line

• Sewer Line

• Recently added:

o Gas Line

o Surge

o Electric Line

1,000,000 Connections

12% Penetration

Partner Since 2008

Warranty Programs:• Electric Line

• Gas Line


• Plumbing Protection

• HVAC

• Appliance

*Penetration of single-family homes in partner markets

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Omni Channel Marketing

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Future Proofing Your Marketplace Site

Home Batteries HVAC Predictive Analytics



Charwell, Inc.




American Water


Ibex Digital


Modern Utility eCommerce Essentials

• Mobile Friendly

Fastest Growing eCommerce Sector = Mobile Commerce

Clean Modern CX

Prominent Phone Numbers

Easy to Read Offer Tiles

Prominent Chat Option

Marketing Opt-In

Visible Cart

Click to Call and Chat

Statista: Share of eCommerce sales from Mobile

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• Expansive Product Catalog

Products AND Services for the Modern Utility Customer Journey

Home Repair and Protection Home Connections Home Security Smart Home Contractors Installation Services Local Offers

Surge ProtectionHVAC Service PlansAppliance Service PlansWater System Service PlansInterior Wiring Service PlansTotal Home WarrantyConsumer Electronics BundleFurnace & AC Filter DeliveryHome Water Bundle

InternetTelevisionWireless PlansHome Connection Bundle

Security MonitoringWiFi CamerasVideo DoorbellsSmart DoorlocksSecurity LightingWater Leak DetectorsSmart Air MonitoringSmart Garage DoorsDIY Security Bundles

ThermostatsVoice AssistantsSmart HubsMesh NetworksStreaming CamerasSmart LightingLED Bulb KitsVideo DoorbellsSmart SwitchesSmart PlugsSmart Doorlocks

ElectriciansPlumbersTree TrimmingHVAC RepairsLawn CarePest Control

Smart Thermostat InstallStreaming Camera InstallCeiling Fan InstallHub and WiFi InstallSecurity Device InstallMesh Network Install

CouponsExclusive OffersLocal BrandsLocal ProfessionalsDigital Welcome Kit

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• Invite Email Opt-In

Develop First Party Rights to Ongoing Customer Engagement12


• Modern CX

Clean Modern Design

Prominent SEARCH supports modern shopping CX

Visual Categories

Chat and Click to Call Options

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• Modern CX

Featured Collections

Big Product Images

Obvious Pricing and Call to Action

Email Opt-In and Social Marketing Extensions

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Charwell, Inc.




American Water


Ibex Digital


www.charwellinc.com

Maximizing the Opportunities of Beyond-the-Meter

CommerceRuss Henderson, Senior Research Manager

www.chartwellinc.com INSIGHT FOR TOMORROW’S UTILITY 17

Takeaways

54% of utility customers are willing to switch companies if offered a choice

Customer loyalty can be increased by 20% if utilities increase customer satisfaction and ease of doing business

Highly satisfied customers are 1.9x more likely to stay than low satisfaction customers

Source: Chartwell 2020 Residential Consumer Survey, n= 1,546


Nearly half would leave if they could

Stay46%

Change companies for minimal savings11%

Change companies for significant price difference

39%

Definitely change4%

Which statement best describes how you would respond if you were offered a choice in power companies?

Source: Chartwell 2020 Consumer Survey, n= 1,546


Greater satisfaction leads to loyalty

Leave, 12%

Change based on price, 65%

Stay, 22%

Low satisfaction

Leave, 1%

Change based on

price, 36%

Stay, 64%

High satisfaction



Customer awareness of utility offerings can boost satisfaction and ease

Change in satisfaction Change in ease

Ways to save money 7% 7%

Outage push alerts 6% 7%

eBill 5% 6%

ePay 4% 5%

Online start/stop/transfer 4% 5%

Outage map 4% 4%

Online outage reporting 3% 3%

Mobile app 2% 1%

Change in satisfaction and ease between consumers unaware and aware of utility services



Consumers who use marketplaces are more satisfied with their power company

Consumers who used marketplaces are more satisfied with their power company than the average consumer14%

8%Consumers who are aware that their power company offers a marketplace are more satisfied than those who aren’t aware


More than half of consumers have used or are interested in marketplaces

11% 46%Marketplace or online store offering

energy efficiency products

Use and interest in utility marketplaces

I have used my power company's marketplace

I am interested in learning more

57%

Source: Chartwell's 2019 Residential Consumer Survey, n = 1,644


Customer interest decreases with age

Source: Chartwell's 2019 Residential Consumer Survey, n = 1,644

12% 12% 8% 13%

53% 50%41% 34%

18-34 35-49 50-64 65+

Marketplace or online store offering energy efficiency products

I have used this. I am interested in learning more.


Customer interest increases with income

Source: Chartwell's 2019 Residential Consumer Survey, n=1,644

11% 12% 9% 9% 12% 14%

41% 42% 51% 49%48% 51%

Under $25,000 $25,000 to$49,999

$50,000 to$74,999

$75,000 to$99,999

$100,000 to$149,999

$150,000 ormore

Marketplace or online store offering energy efficiency products



Consumers want rebates and incentives

16%

17%

50%

50%

Product/ appliance rebates orincentives

Incentives or rebates for energyefficient upgrades to your home


Source: Chartwell's 2019 Residential Consumer Survey, n=1,644

66%

67%


State of the industryAEP Ohio Duke Energy Columbia Gas of Ohio

AESDuquesne Light

CompanyPacific Gas & Electric

Ameren Illinois SCE PPL Electric Utilities

Ameren Missouri BGE SMUD

NYSE&G ComEd Salt River Project

Avista Utilities PECOSan Diego Gas &

Electric

Consumers Energy FirstEnergy SoCalGas

Con Edison LADWP Alabama Power

Orange & Rockland

UtilitiesNational Grid Georgia Power

DTE EnergyNew Jersey Natural

GasXcel Energy

30%of utilities offer

marketplaces

Source: Chartwell's 2019 Programs and Services Audit, n=135


93% of marketplaces offer smart thermostats

90% 85% 83%




83% offer lightbulbs


Almost half offer water saving products and smart home products

49% 46%



Almost a quarter of utilities offer larger appliances

24%22% 22% 22%

20%22%

Hot waterheater

Washer/dryer Refrigeratorand freezers

Airconditioners

Electronics Other

Percent of utilities offering each product in marketplaces



Rebates and markdowns


80% of utilities partner with marketplaces

Uplight, 41%

Enervee, 22%

EFI, 17%

In-House, 20%

Vendor value propositions:

• Creating active utility customers

• Better user experiences

• Simpler rebate delivery



SMUD marketplace engages customers

Motivators:

• 66% of customers wanted one

• Opportunity to engage digital customers

• Update legacy rebate process

Results:

• 90% user satisfaction with online store

• $3 million product sales since 2017

• Increased rebate participation


Alabama Power’s approach

• Markets a lifestyle of energy

efficiency, not just products

• Much wider selection than

most marketplaces

• Including camping gear,

polaroid cameras, printers and

slow cookers


The future of marketplaces

More offerings• Electric vehicles

• Charging equipment

• Solar

• Batteries

Program signups• Demand response

• Billing rates



Charwell, Inc.




American Water


Ibex Digital


Thank you to our sponsors:

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