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Navigant Research Report Shows Global Spending on Customer Engagement Through Demand Side Management (DSM) is Expected to Reach $1.1 Billion by 2027

Posted By Brett Feldman, Thursday, May 31, 2018

Navigant Research Report Shows Global Spending on Customer Engagement Through Demand Side Management (DSM) is Expected to Reach $1.1 Billion by 2027

To enhance competitiveness and meet customer expectations of new technologies, utilities and retail suppliers should invest in customer-centric DSM products

A new report from Navigant Research examines the global market for customer engagement through DSM (CEDSM), providing market forecasts for spending segmented by region, through 2027.

As customer expectations grow for new technologies, so does the market for CEDSM products, making it easier for utilities and retail suppliers to engage with them. However, uncertainty in the long-term cost-effectiveness of these solutions remains a barrier to global adoption, in addition to region-specific competitiveness of a deregulated energy supply market. Click to tweet: According to a new report from @NavigantRSRCH, global spending on CEDSM is expected to reach $1.1 billion by 2027.

“Because of the changes in consumer expectations, utilities and retail suppliers are seeking DSM software solutions that can lower the cost-to-serve and improve customer satisfaction and engagement,” says Brett Feldman, principal research analyst with Navigant Research.

According to Navigant, to enhance CEDSM competitiveness and customer acceptance, utilities and service providers should focus on combining budgets and revenue streams to cover costs, transition to newer business models while complementing existing DSM programs rather than replacing them, and offering accurate building energy use models to build customer trust.

This report, Utility Customer Engagement through DSM, examines the global CEDSM market, with a focus on market drivers and barriers, case studies, and forecasts for residential and commercial and industrial (C&I) CEDSM spending. The study examines the trends related to CEDSM to highlight regional activities and approaches to behavioral DSM and utility marketplaces. Global market forecasts for spending, broken out by segment and region, extend through 2027. The report also profiles key CEDSM solutions providers and provides recommendations for utilities, retail suppliers, and vendors that aim to enhance CEDSM effectiveness.

Contact: Stefanie Bradtner
+49.221.270.70.142
stefanie.bradtner@navigant.com

* The information contained in this press release concerning the report, Utility Customer Engagement through DSM, is a summary and reflects Navigant Research’s current expectations based on market data and trend analysis. Market predictions and expectations are inherently uncertain and actual results may differ materially from those contained in this press release or the report. Please refer to the full report for a complete understanding of the assumptions underlying the report’s conclusions and the methodologies used to create the report. Neither Navigant Research nor Navigant undertakes any obligation to update any of the information contained in this press release or the report.

Tags:  Behavioral  customer engagement  customer engagement digital  Customer Engagement Energy Efficiency  Customer Engagement Residential Programs  Customer EngagementResidential Programs  customer satisfaction  digital engagement  DSM  Energy Efficiency  energy efficiency programs 

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Apogee Launches Envoy an Extensive Digital Engagement Platform for Utilities

Posted By Karen Morris, Wednesday, February 14, 2018

#741 - DI - Apogee - V2 from Apogee Interactive on Vimeo.

Personalized Utility Communications Increases Customer Satisfaction by 16%

Atlanta, GA – Feb. 15, 2018, Apogee Interactive, Inc. announced today their latest innovation, Envoy, a complete outbound communications platform for utility customer communications. This end-to-end digital engagement strategy includes personalized energy bill analysis videos, mid-cycle and threshold alerts, email messaging, and periodic energy summary reports. Findings from pilot programs studied over the last several years prove stellar results including increased customer satisfaction and program participation. Another powerful statistic is Apogee’s outbound messaging is achieving click through rates more than 30 times the industry average.

One large investor-owned utility analyzed the effectiveness of energy summary reports with a control group of 40,000 participants. This group saw a 16% increase in customer satisfaction with no negative impact. Another pilot program featuring personalized video bill analysis, reported that 98% of the video recipients wanted to continue receiving the videos and 93% reported they felt this was an effective way of communicating why the utility bill changed from month to month.    

Studies also prove high bills generate more calls to the call center than outages; the Envoy solution includes threshold and mid-cycle alerts that put the customer in control of their energy use, and reduces utility operating costs. By proactively communicating with customers through text or email alerts gives them a chance to make a difference in behavior that impacts their bill before they make a call.

“Today’s energy customers are more demanding; they expect personalized, relevant digital engagement with the companies they do business with” stated Lynn England, V. P. of Customer Engagement, Apogee Interactive, “We are finding our early adopters are meeting and exceeding their goals using the Envoy platform,” he continued. “Successful utility professionals are embracing digital channels and realizing its impact on program participation, revenue generation, and cost reduction.”

Susan Gilbert, CEO & President of Apogee added, “Apogee’s energy modeling was RESNET rated at the highest “Home Rating” level and ranked most accurate by a sizeable margin.  This enables utilities to provide consistent, correct information across all communications channels while positioning utility providers as trusted source of energy information.”

JD Power reports in their 2017 Residential Utility Customer Satisfaction Study that digital communications between utilities and their customers has risen approximately 5% in the past year. JD Power also attributes higher customer satisfaction scores to multi-channel communications.

Apogee will formally unveil its outbound communications platform Envoy at the Association of Energy Service Professionals 2018 National conference in New Orleans, LA on February 19th.

About Apogee Interactive, Inc.

Apogee Interactive is nation’s leading full-service provider of proactive customer engagement software services for utilities. A partner with the utility industry since 1993, Apogee’s digital engagement platform delivers digital proactive, personalized communication to hundreds of North American utilities from coast to coast including some of the largest most progressive such as Southern Company (NYSE: SO), ConEd (NYSE: ED), PSEG (NYSE: PEG), and Tucson Electric Power (NYSE: TEP). For more information visit www.apogee.net  or LinkedIn: https://www.linkedin.com/company/99046/

 Apogee Contact: Karen Morris – 678-684-6801 – kmorris@apogee.net

 

Tags:  Apogee Interactive  customer engagement digital  Customer EngagementResidential Programs 

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Hometown Connections Teams with Apogee Interactive To Promote Customer Engagement on the Web

Posted By Karen Morris, Wednesday, July 26, 2017
Hometown Connections Teams with Apogee Interactive

To Promote Customer Engagement on the Web

Personalized, Outbound Energy Messaging for Public Power Residential Customers

Delivers Higher Satisfaction and Measurable Results

 

 

LAKEWOOD, CO and ATLANTA, GA – July 27, 2017 – Hometown Connections, the utility services subsidiary of the American Public Power Association, and  Apogee Interactive announced a partnership to provide online customer engagement and energy analysis tools to public power electric, gas, and water utilities. Apogee is the country’s leading provider of personalized, outbound messaging and analysis for residential customers.  Currently offering services to more than 600 utilities here and abroad, Apogee has an extraordinary 24-year track record of innovation, service, and customer loyalty.

Through Hometown Connections, American Public Power Association members gain access to products/services from industry leading vendors vetted and endorsed for public power, as well as consulting support in the areas of organization assessment, strategic planning, market research, and workforce solutions.

“Hometown Connections has long admired Apogee’s ability to transform utility data into attractive, online, easy-to-understand, personalized messaging for residential customers,” said Bill Smart, Senior Vice President, Business Development. “Apogee is a one-stop, best-in-class shop for an impressive array of customizable and measurable customer communications web-based platforms, including video messaging, interactive voice & text response, energy-use alerts, calculators & reports, and home energy audits. Through this new partnership, Apogee and Hometown Connections will help individual utilities, state associations, and joint action agencies offer public power customers personalized and relevant energy information to build trust while increasing satisfaction and engagement.”

“Apogee’s mission is delivering cutting-edge innovation to our utility clients, helping them cost-effectively engage and educate their customers,” said Susan Gilbert, Apogee CEO & Co-Founder.  “Educated customers make better energy decisions, which saves them money while positioning the utility as a trusted, credible information source,” she added. “We pride ourselves on exceptional customer loyalty and analytical excellence.”  Apogee’s analysis engine is RESNET accredited as the industry’s most accurate, capable of producing a HERS home rating.  “We are proud to be included as a Hometown Connections partner and look forward to expanding our services to more of the municipal marketplace.”

About Hometown Connections International, LLC

Hometown Connections is the utility services subsidiary of the American Public Power Association, offering public power utilities guidance and access to quality products/services from a trusted entity with public power’s best interests in mind. Hometown Connections personnel provide consulting support in the areas of organization assessment, strategic planning, governance development, market research, and staffing. Hometown Connections provides discounted pricing on technology, services, and other solutions from industry-leading companies. The products and services offered through Hometown Connections include the full range of advanced grid solutions, as well as financial and organizational management tools and consulting. For more information, visit www.hometownconnections.com, https://www.facebook.com/HTConnections, https://twitter.com/HTConnections.

About Apogee Interactive

Apogee Interactive is nation’s leading full service provider of proactive customer engagement software services for utilities. A partner with the utility industry since 1993, Apogee’s digital engagement platform delivers on-line and outbound proactive, personalized communication to consumers nationwide. The company’s digital reach extends through more than 600 utilities to 48% of US households and businesses, increasing utility customer satisfaction and slashing costs. Apogee’s SaaS platform enables more meaningful customer engagement, proven sustainable energy results, and improved program performance for utilities. For more information visit www.apogee.net  or Linkedin  https://www.linkedin.com/company/99046/

 

Media and Business Contacts

Hometown Connections:

Bill Smart

bsmart@hometownconnections.com

303-940-7331

 

Apogee Interactive:

Karen Morris

kmorris@apogee.net

678-684-6801

 



 

 

Tags:  Apogee  Customer EngagementResidential Programs  Energy Efficiency 

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