Helping our utility partners maintain impeccable customer service is a vital component of our approached to dramatically increasing energy efficiency.
We view every customer call as an opportunity to talk about energy efficiency. The OPOWER platform provides customer service representatives (CSRs) with the information they need to confidently engage customers in conversations about how to save more on their energy bills.
Utility CSR Dashboard
With training and tools, CSRs can convert customer service calls into energy savings.
CSRs at our partner utilities have access to the following, household-specific information:
- A history of home energy reports, providing insight into the customer’s usage compared to the average customer in his peer set
- Recent usage trends (e.g., usage improving relative to neighbors or disproportionately increasing as summer sets in)
- Three energy-saving recommendations based on the customer’s previous usage analysis—updated at least once a month
- Past program participation data, where available, allowing selective promotion of new utility programs
- Any additional, household-specific data provided by the customer through our online efficiency portal