dan lockman senior technology consultant 865-354-1565 dan.lockman@apogee

Tools to Help Customers Achieve Energy Efficiency

APPA Business & Financial ConferenceSeptember 14, 2009

Dan LockmanSenior Technology Consultant

865-354-1565Dan.Lockman@Apogee.net

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

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

Self-help OnlineEnergy Efficiency Capability

Why A Website??

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”

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)

Get ‘em off the phone and onto the web-JD Powers 2008

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

(Some of )The Energy Efficiency Tools

WPPI Energy

Nashville Electric Service

Version 5.0 with BillingInsights™

for both Customers and CSRs

BillingInsights™ for CSRs

Case One

Clean Living

BillingInsights™ for CSRs

Case Two

Hard Working

Kids Korner

Education Makes the Difference

Commercial

QUESTIONS?

Dan LockmanSenior Technology Consultant

865-354-1565Dan.Lockman@Apogee.net