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Nexant Sets Industry Milestone for Rebate Processing and Customer Service

Posted By Katy McSurdy, Friday, October 19, 2018

99% of rebate applications processed in less than one week, industry-leading 5-second average speed of answer

SALT LAKE CITY, UT, October 18, 2018—Nexant’s Rebate Processing and Customer Care Center set an industry milestone in 2018 by processing and fulfilling 99% of utility program rebate applications in less than one week, dramatically reducing the industry standard processing time of 6-8 weeks. Nexant is working closely with multiple utility clients to achieve same-day application processing for post-purchase customer programs including residential, low income, upstream, business, small business, retro-commissioning, and new construction.

Nexant’s Rebate Processing and Customer Care Center in Salt Lake City has developed smart processes using Nexant’s iEnergy software platform to enable efficient onboarding for new utility programs; rapid deployment of processing, call center, and check issuance services; and an environment of continuous improvement. As a result, Nexant is now providing an unprecedented level of service for 26 utility partners, and 77 customer facing programs.

“We recently began work with three new utility customers based on our industry-leading proficiency and the expertise of our Salt Lake City team,” said Brad Pierce, Vice President of Utility Services. Nexant has significantly increased staff for call center and customer care services to support new utility clients, and expects total growth to be over 40% by the end of the year.

“We are very excited to offer industry-leading performance in rebate management, application processing, and call center services to utility clients. Enhancing and strengthening engagement with customers on behalf of utilities is a strategic, long-term focus for Nexant. Utilities that employ our software platforms and the Rebate Processing and Customer Care Center in Salt Lake City benefit from rapid rebate payment timelines, nearly instantaneous access to live representatives, and improved customer satisfaction,” said John Gustafson, CEO of Nexant.

Nexant’s iEnergy software platform, rebate management, and customer care services range from concierge-level customer service to energy program outreach, feedback surveys, and application processing and assistance. Nexant maintains call services in excess of industry standards and provides a 5-second average speed of answer and less than 2% abandon rate across all customer service queues.

About Nexant

Nexant is a premier provider of technology enabled solutions to the Utility and Energy Industry focused on the next generation intelligent grid, distributed energy resources, and the digital customer experience. Operating from 25 offices in the U.S., Europe, the Middle East, and Asia, the company's team of industry professionals has completed more than 5,000 engagements in over 70 countries. Nexant’s customers include over 120+ utilities, energy organizations, and transmission and distribution system operators. We work with 50+ iEnergy software customers and 300+ chemical and petroleum majors, financial institutions, and Fortune 500 companies. If you would like more information about this topic, please call Clair Sweeney at 801.639.5601 or email at

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Tags:  call center  customer experience  Energy Efficiency  press release 

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National Grid selects EnergyHub as the platform provider to enhance its Bring Your Own Device demand response program

Posted By Grant Engle, Wednesday, May 30, 2018

 New York, NY – May 30, 2018 – EnergyHub, the leading provider of connected device and distributed energy resource (DER) solutions for utilities, and National Grid, one of the largest investor-owned utilities in the world, announced the utility will use EnergyHub’s platform to expand National Grid’s ConnectedSolutions demand response program to include battery energy storage for residential customers.


National Grid is using EnergyHub’s Mercury Distributed Energy Resource Management System (DERMS) to deploy and manage all aspects of ConnectedSolutions, an innovative Bring Your Own Device (BYOD) program that offers the utility’s customers rebates for installing and enrolling connected thermostats and battery energy storage.


“EnergyHub’s extensive experience managing Bring Your Own Device demand response programs, combined with the advanced capabilities of their DERMS, made them the best choice for National Grid,” said Carlos Nouel, VP of New Energy Solutions at National Grid. “After many BYOD pilots, we are ready to take the next step with EnergyHub’s platform and run a full-scale BYOD program for the benefit of all our customers.”


The Mercury DERMS provides National Grid with an end-to-end suite of solutions to manage all aspects of the ConnectedSolutions residential program, including program eligibility, device monitoring and data management, and demand response dispatch for all connected thermostats and battery energy storage systems enrolled in the program.


“National Grid is a leader when it comes to offering innovative, customer-focused programs, and the ConnectedSolutions program is a perfect example of that,” said Seth Frader-Thompson, President and Co-founder EnergyHub. “This is the first utility BYOD program in the country to include both connected thermostats and battery energy storage, so it is an exciting program for everyone involved.”


EnergyHub’s Mercury DERMS is used by more than 30 utilities across the United States to manage demand response, energy efficiency, and distributed energy resource (DER) programs. Combining sophisticated analytics with the largest ecosystem of connected device and DER partners in the industry, EnergyHub’s Mercury DERMS is the industry-leading platform for helping utilities manage both customer- and utility-installed DERs.


About EnergyHub

EnergyHub is the connected device solution for utilities. EnergyHub’s Mercury DERMS allows utilities to partner with their customers to deliver more powerful demand response and grid services using the industry's leading ecosystem of connected devices and distributed energy resources. Our Bring Your Own Thermostat® service makes millions of existing connected homes available to utilities for demand response without a single truck roll. Dozens of utilities rely on EnergyHub to deliver critical demand response services. EnergyHub is an independent subsidiary of (NASDAQ: ALRM), the leading technology provider of connected home solutions. For more information, visit


About National Grid

National Grid (LSE: NG; NYSE: NGG) is an electricity, natural gas, and clean energy delivery company that supplies the energy for more than 20 million people through its networks in New York, Massachusetts, and Rhode Island. It is the largest distributor of natural gas in the Northeast. National Grid also operates the systems that deliver gas and electricity across Great Britain. 

National Grid is transforming its electricity and natural gas networks to support the 21st century digital economy with smarter, cleaner, and more resilient energy solutions. Read more about the innovative projects happening across our footprint in The Democratization of Energy, an eBook written by National Grid’s US president, Dean Seavers. 

Tags:  Bring Your Own Device  DERMS  DERs  Distributed Energy Resource Management System  Distributed Energy Resources  EnergyHub  Mercury DERMS  National Grid  press release 

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