Using Analytics to Quickly Adapt Customer Engagement During Challenging Times

Webinar

Wednesday, June 10, 2020
2:00pm EDT
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2020 has brought a major shift in customer needs. Analysis of AMI data showed how residential usage patterns have shifted, with customers using more energy during the day and more energy overall – even normalizing for weather differences. Analysis of residential customer billing data shed showed how these changes translated into higher bills for many customers. Overlaying billing data analytics with customer-level demographic and income data identified which customers were likely to feel the greatest impacts of higher than expected bills. These insights helped utilities to rapidly understand the challenges and needs of their residential customers, design engagement solutions to help, and segment and target the delivery of these solutions. Now more than ever, it is important to leverage data to quickly understand impacts to customers and proactively communicate to help customers understand their bills and their payment/assistance options.

Learn how utilities are:
- Leveraging AMI data to predict and head off bill shock
- Incorporating energy burden and ability to pay analysis to better target vulnerable customers

Feel free to ask questions in the discussion forum below - speakers will be responding as quickly as they can. View this webinar by the end of the day on June 10 and get entered to win a $100 Amazon Gift Card.

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Jeremy Williams
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Jeremy Williams

How did you normalize the weather differences?

Matt Frades
Member
Speaker
Matt Frades

Thanks for the question, Jeremy. For each sample of customers, we trained a regression model relating hourly energy usage to historical local temperatures. We then applied that model to forecast expected usage for those customers during the post-COVID days and compared the expected usage to the observed usage.

Hunter Ramirez
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Hunter Ramirez

Thanks for the information Matt – How have your teams leveraged analytics to understand and react to COVID-19?

Matt Frades
Member
Speaker
Matt Frades

In this presentation, I focused on how we deployed analytics to understand how COVID-19 was affecting customers, using AMI data, billing data, customer digital engagement data, and customer survey data. We applied those learnings to help utilities rapidly adapt their customer engagement solutions in several ways, including: pausing and assessing customer engagement, adjusting messaging to show support, suppressing energy savings tips that run counter to CDC guidelines, emphasizing tips and actions for how to save energy while at home during the day, developing new content modules that deliver COVID-related information and connect customers with opportunities to learn about and manage… Read more »

Eric Hughey
Member
Eric Hughey

Timely information here Matt, how do your approaches and findings compare to those presented by the Opower team at Oracle?

Matt Frades
Member
Speaker
Matt Frades

Ha, they actually align perfectly because that team is my team: I lead the Opower Analytics team at Oracle Utilities and this is our work.

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