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Dan Lockman Senior Technology Consultant 865-354-1565 Dan.Lockman@Apogee

Tools to Help Customers Achieve Energy Efficiency APPA Business & Financial Conference September 14, 2009. Dan Lockman Senior Technology Consultant 865-354-1565 Dan.Lockman@Apogee.net. Apogee…. Leading provider of Online Solutions for Energy Industry Founded in 1993

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Dan Lockman Senior Technology Consultant 865-354-1565 Dan.Lockman@Apogee

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  1. Tools to Help Customers Achieve Energy EfficiencyAPPA Business & Financial ConferenceSeptember 14, 2009 Dan Lockman Senior Technology Consultant 865-354-1565 Dan.Lockman@Apogee.net

  2. Apogee… • Leading provider of Online Solutions for Energy Industry • Founded in 1993 • Headquartered in Atlanta • Clients include over 400 utilities: • Municipals, Cooperatives, IOUs • And their associations: APPA, EEI, EPRI, NRECA • After decade+ in business, now experiencing explosive growth, particularly in On-line Customer Self-service Energy Efficiency Tools and currently host and manage over 100 Utility Websites

  3. Energy Efficiency Needs • Typically starts with a high bill call • How long is typical call? • Next step – re-read meter? in-home audit? • Audit report • Followup • 85% of all such calls, no changes are made by the homeowner. • Time’s awasting… in your offices

  4. Self-help OnlineEnergy Efficiency Capability Why A Website??

  5. Bottom Line • Website offers fast, personal service • Everybody wants that kind of service! • Survey Says: • Call Center Inquiries cost $7-10 each on average nationally • Same function on the web costs 13 cents or less! “Get’em off the phone and onto the web”

  6. The Facts • 78% Access the Internet • 21% Visited their utility website • Averaged 5.8 visits • 18% Pay their bill online • 1/3 on utility website • 2/3 via their bank! • (Delays payment and costs extra) -JD Powers 2008 Get ‘em off the phone and onto the web

  7. Website EE Tools will … • Provide utility customers with state of the art tools for self-help • Increase positive customer interactions • Encourage self-service • Increase customer satisfaction • Reduce administrative & operations costs • BUT THE TOOLS HAVE TO BE EASY TO FIND, EASY TO USE AND EASY TO UNDERSTAND

  8. (Some of )The Energy Efficiency Tools WPPI Energy

  9. Nashville Electric Service Version 5.0 with BillingInsights™ for both Customers and CSRs

  10. BillingInsights™ for CSRs Case One Clean Living

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