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Oklahoma Electric Cooperative Strengthens Member Relationships With Apogee’s Bill Alerts

Posted By Karen Morris, Tuesday, October 23, 2018

For Immediate Release:

Atlanta, GA  Today in Oklahoma City, Oklahoma Electric Cooperative’s Manager of Marketing and Member Services, Autumn McMahon, and Apogee Interactive’s Account Manager, Stephanie Knight, presented OEC’s case study at Oklahoma Association of Electric Cooperative’s Public Relations / Member Relations fall conference. This year’s conference focuses on how utilities can use big data to better inform and engage members.

Since the onset of mandatory TOU rates in 2013 and impending rate increases, Oklahoma Electric Cooperative realized it was crucial to help members better understand their bills. Ms. McMahon was instrumental in launching OEC’s member education campaign, knowing members needed relevant and proactive communications.

McMahon shared her strategy for building strong member relationships, reducing the need to make bill inquiry calls, and educating OEC members on ways to save energy. The pilot program she launched this year included mid-cycle bill alerts letting customers know in advance what their bills were forecasted to be while there is still time to influence them.  It also included links to a home energy audit that lets members profile their home and receive tips on saving money.  Beginning in January of 2018 with a soft launch sending 1,400 mid-cycle email alerts, the program has grown to more than 153,000 bill alerts containing links to the online audit the energy audit calculator and other energy education resources.

Results were remarkable!  Recipients reported these statistics:

  • 92% want to continue to receive the email alerts.
  • 94% rated alerts very or somewhat useful.
  • Email open rates were well above expected, averaging 42%.

“These messages are thoughtfully helpful during peak periods of usage & can help us prepare (plan to save ahead) for high peak periods if necessary! THANK YOU for considering our situations & ideas. It will help ALL of us!” OEC Member

“I love getting this information. Please don't stop.” OEC Member

During the program, the online energy audit was used to make 11,470 calculations increasing the number of home profiles. OEC is using the data collected in the home profile combined with AMI data to further personalize and target members for programs and rebate offers.

According to McMahon, “The best part of this program is my team doesn’t do the leg work.  We have a 30-minute call once a month with the Apogee team.” Putting the member in control of their energy use and taking away the surprise of a higher than normal bill is building stronger relationships with members and starting meaningful conversations.

About Apogee Interactive:

Apogee Interactive is a woman-owned business and is the nation’s leading full-service provider of proactive customer engagement software services for utilities. As a partner with the utility industry since 1993, Apogee’s digital engagement platform delivers proactive and personalized communication to hundreds of North American utilities from coast to coast, including some of the largest and most progressive, such as Southern Company, Lakeland Electric, and Jackson EMC. For more information visit www.apogee.net or LinkedIn: https://www.linkedin.com/company/99046/.

About OEC:

Oklahoma Electric Cooperative is the state’s largest member-owned electric cooperative and provides electricity to over 44,000 members and 55,000 accounts in seven central Oklahoma counties. The service area includes approximately 2,200 square miles and 5,500 miles of line.

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Tags:  Apogee Interactive  communicating rates  customer engagement  TOU 

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