Uplight Case Studies Achieving High Customer Satisfaction with Marketplace at Jackson EMC

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	Achieving High Customer Satisfaction with Marketplace at Jackson EMC Uplight

Achieving High Customer Satisfaction with Marketplace at Jackson EMC

Uplight

Technology Category	Analytics & Modeling - Predictive Analytics Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Utilities Renewable Energy
Applicable Functions	Sales & Marketing
Use Cases	Energy Management System
Services	System Integration Data Science Services Software Design & Engineering Services
Challenge	Jackson Electric Membership Corporation (Jackson EMC) aimed to improve member satisfaction by offering energy-saving products and services. They launched Uplight’s Marketplace in 2017 to provide instant rebates on smart thermostats and later expanded to include Level 2 EV chargers. The cooperative also wanted to drive additional sales through abandoned cart emails, which were initially sent 1 hour after a customer left the Marketplace. Jackson EMC is exploring future expansion of their Marketplace, including providing more information about equipment compatibility to add more value for their customers. Read More
About Customer	Jackson Electric Membership Corporation (Jackson EMC) is a not-for-profit member-owned cooperative based in Georgia, serving over 245,000 customers in Northeast Georgia. As a cooperative, Jackson EMC is dedicated to providing reliable and affordable electricity to its members while also focusing on enhancing customer satisfaction and promoting energy efficiency. The cooperative has a strong commitment to community service and sustainability, aiming to offer innovative solutions that help its members save energy and reduce costs. Jackson EMC's customer base includes residential, commercial, and industrial members, all of whom benefit from the cooperative's efforts to provide high-quality service and energy-saving products. Read More
Solution	Jackson EMC implemented Uplight’s Marketplace to offer instant rebates on smart thermostats and Level 2 EV chargers. The Marketplace was designed to enhance customer satisfaction by providing energy-saving products at discounted rates. Additionally, Jackson EMC utilized abandoned cart emails to drive additional sales. These emails were sent 1 hour after a customer left the Marketplace, resulting in a 60% open rate and a 36% completion rate for purchases. The cooperative plans to further optimize this strategy by sending abandoned cart emails at 24 and 72-hour intervals. Jackson EMC is also considering expanding the Marketplace to include more information about equipment compatibility, thereby providing even more value to their customers. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Utilities

Renewable Energy

Applicable Functions

Sales & Marketing

Use Cases

Energy Management System

Services

System Integration

Data Science Services

Software Design & Engineering Services

Challenge

Jackson Electric Membership Corporation (Jackson EMC) aimed to improve member satisfaction by offering energy-saving products and services. They launched Uplight’s Marketplace in 2017 to provide instant rebates on smart thermostats and later expanded to include Level 2 EV chargers. The cooperative also wanted to drive additional sales through abandoned cart emails, which were initially sent 1 hour after a customer left the Marketplace. Jackson EMC is exploring future expansion of their Marketplace, including providing more information about equipment compatibility to add more value for their customers.

About Customer

Jackson Electric Membership Corporation (Jackson EMC) is a not-for-profit member-owned cooperative based in Georgia, serving over 245,000 customers in Northeast Georgia. As a cooperative, Jackson EMC is dedicated to providing reliable and affordable electricity to its members while also focusing on enhancing customer satisfaction and promoting energy efficiency. The cooperative has a strong commitment to community service and sustainability, aiming to offer innovative solutions that help its members save energy and reduce costs. Jackson EMC's customer base includes residential, commercial, and industrial members, all of whom benefit from the cooperative's efforts to provide high-quality service and energy-saving products.

Solution

Jackson EMC implemented Uplight’s Marketplace to offer instant rebates on smart thermostats and Level 2 EV chargers. The Marketplace was designed to enhance customer satisfaction by providing energy-saving products at discounted rates. Additionally, Jackson EMC utilized abandoned cart emails to drive additional sales. These emails were sent 1 hour after a customer left the Marketplace, resulting in a 60% open rate and a 36% completion rate for purchases. The cooperative plans to further optimize this strategy by sending abandoned cart emails at 24 and 72-hour intervals. Jackson EMC is also considering expanding the Marketplace to include more information about equipment compatibility, thereby providing even more value to their customers.

Impact #1	Jackson EMC's Marketplace achieved an exceptionally high average Net Promoter Score of 79 and a customer satisfaction score of 71.
Impact #2	In 2021, the cooperative exceeded their smart thermostat rebate projection by 43%.
Impact #3	The abandoned cart email strategy proved effective, with a 60% open rate and a 36% completion rate for purchases.

Impact #1

Jackson EMC's Marketplace achieved an exceptionally high average Net Promoter Score of 79 and a customer satisfaction score of 71.

Impact #2

In 2021, the cooperative exceeded their smart thermostat rebate projection by 43%.

Impact #3

The abandoned cart email strategy proved effective, with a 60% open rate and a 36% completion rate for purchases.

Benefit #1	Jackson EMC serves more than 245,000 customers in Northeast Georgia.
Benefit #2	The cooperative exceeded their smart thermostat rebate projection by 43% in 2021.
Benefit #3	Abandoned cart emails had a 60% open rate and a 36% completion rate for purchases.

Benefit #1

Jackson EMC serves more than 245,000 customers in Northeast Georgia.

Benefit #2

The cooperative exceeded their smart thermostat rebate projection by 43% in 2021.

Benefit #3

Abandoned cart emails had a 60% open rate and a 36% completion rate for purchases.

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Overview

Achieving High Customer Satisfaction with Marketplace at Jackson EMC

Operational Impact

Quantitative Benefit