Uplight Case Studies Advancing Behavioral Energy Efficiency Programs with Duke Energy

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	Advancing Behavioral Energy Efficiency Programs with Duke Energy Uplight

Advancing Behavioral Energy Efficiency Programs with Duke Energy

Uplight

Technology Category	Functional Applications - Remote Monitoring & Control Systems Analytics & Modeling - Predictive Analytics
Applicable Industries	Utilities
Applicable Functions	Facility Management
Use Cases	Energy Management System
Services	System Integration Software Design & Engineering Services Data Science Services
Challenge	Duke Energy, the largest utility in the United States, faced the challenge of enhancing its Behavioral Energy Efficiency (BEE) program to better serve its 7.5 million customers across multiple states. The primary goals were to support Duke Energy's brand positioning as a Trusted Energy Advisor, help residential customers save money, increase customer satisfaction, cross-promote energy products and services, and positively contribute to Duke Energy's financials. The program needed to be scalable, engaging, and capable of delivering personalized energy-saving insights to a diverse customer base. Additionally, Duke Energy aimed to reduce the opt-out rate and ensure that the program's communications were effective and well-received by customers. Read More
About Customer	Duke Energy is the largest utility company in the United States, serving 7.5 million customers across Ohio, South Carolina, North Carolina, Florida, Indiana, and Kentucky. The company is committed to providing reliable, affordable, and sustainable energy solutions. Duke Energy's customer base includes a mix of single-family and multi-family homes, and the company has a strong focus on customer satisfaction and energy efficiency. With a history of innovation and a commitment to environmental stewardship, Duke Energy continuously seeks to improve its services and engage customers in energy-saving initiatives. The company has partnered with Uplight to enhance its Behavioral Energy Efficiency (BEE) program, aiming to provide personalized energy insights and promote energy-saving behaviors among its residential customers. Read More
Solution	Uplight, a leading provider of customer-centric technology solutions for the energy ecosystem, partnered with Duke Energy to manage and enhance the BEE program, known as MyHER. The program initially involved sending printed home energy reports (HERs) to 1 million single-family homes, educating customers about their energy use and providing personalized energy-saving tips. In 2015, Uplight launched the My Home Energy Interactive customer web portal, which included features like 'Ask an Expert' and energy challenge emails to further engage customers. The web portal provided personalized conservation recommendations and facilitated virtual interactions with energy specialists. Uplight also introduced electronic HERs (eHERs), high bill alerts, and continuous demand management with Orchestrated Energy to expand the program's reach and effectiveness. The program evolved through quarterly ideation sessions, leading to new customer solutions, advertising integration, and treatment optimization. Uplight's analytics platform provided accurate insights and consistent experiences, while continuous improvements and customization ensured the program remained relevant and engaging for customers. Read More Log in to view content
Contents

Technology Category

Functional Applications - Remote Monitoring & Control Systems

Analytics & Modeling - Predictive Analytics

Applicable Industries

Utilities

Applicable Functions

Facility Management

Use Cases

Energy Management System

Services

System Integration

Software Design & Engineering Services

Data Science Services

Challenge

Duke Energy, the largest utility in the United States, faced the challenge of enhancing its Behavioral Energy Efficiency (BEE) program to better serve its 7.5 million customers across multiple states. The primary goals were to support Duke Energy's brand positioning as a Trusted Energy Advisor, help residential customers save money, increase customer satisfaction, cross-promote energy products and services, and positively contribute to Duke Energy's financials. The program needed to be scalable, engaging, and capable of delivering personalized energy-saving insights to a diverse customer base. Additionally, Duke Energy aimed to reduce the opt-out rate and ensure that the program's communications were effective and well-received by customers.

About Customer

Duke Energy is the largest utility company in the United States, serving 7.5 million customers across Ohio, South Carolina, North Carolina, Florida, Indiana, and Kentucky. The company is committed to providing reliable, affordable, and sustainable energy solutions. Duke Energy's customer base includes a mix of single-family and multi-family homes, and the company has a strong focus on customer satisfaction and energy efficiency. With a history of innovation and a commitment to environmental stewardship, Duke Energy continuously seeks to improve its services and engage customers in energy-saving initiatives. The company has partnered with Uplight to enhance its Behavioral Energy Efficiency (BEE) program, aiming to provide personalized energy insights and promote energy-saving behaviors among its residential customers.

Solution

Uplight, a leading provider of customer-centric technology solutions for the energy ecosystem, partnered with Duke Energy to manage and enhance the BEE program, known as MyHER. The program initially involved sending printed home energy reports (HERs) to 1 million single-family homes, educating customers about their energy use and providing personalized energy-saving tips. In 2015, Uplight launched the My Home Energy Interactive customer web portal, which included features like 'Ask an Expert' and energy challenge emails to further engage customers. The web portal provided personalized conservation recommendations and facilitated virtual interactions with energy specialists. Uplight also introduced electronic HERs (eHERs), high bill alerts, and continuous demand management with Orchestrated Energy to expand the program's reach and effectiveness. The program evolved through quarterly ideation sessions, leading to new customer solutions, advertising integration, and treatment optimization. Uplight's analytics platform provided accurate insights and consistent experiences, while continuous improvements and customization ensured the program remained relevant and engaging for customers.

Impact #1	Uplight's MyHER program has completed six redesigns and over 106 feature upgrades, ensuring continuous improvement and relevance for customers.
Impact #2	The program includes 13 variations of the welcome letter, three envelope designs, and seven HER templates to cater to different customer segments, including low-income and multi-family households.
Impact #3	Uplight's My Home Energy Interactive web portal has facilitated over 1,000 'Ask an Expert' conversations, diverting common questions from call centers and providing responsive virtual interactions.

Impact #1

Uplight's MyHER program has completed six redesigns and over 106 feature upgrades, ensuring continuous improvement and relevance for customers.

Impact #2

The program includes 13 variations of the welcome letter, three envelope designs, and seven HER templates to cater to different customer segments, including low-income and multi-family households.

Impact #3

Uplight's My Home Energy Interactive web portal has facilitated over 1,000 'Ask an Expert' conversations, diverting common questions from call centers and providing responsive virtual interactions.

Benefit #1	Uplight has helped Duke Energy achieve 1.8 terawatt hours of energy savings, equivalent to powering 128,000 homes for a year.
Benefit #2	Customers have saved more than $180 million on their electricity bills through the BEE program.
Benefit #3	Uplight has sent over 79 million home energy reports (HERs) to Duke Energy customers, with an opt-out rate of only 0.18%.

Benefit #1

Uplight has helped Duke Energy achieve 1.8 terawatt hours of energy savings, equivalent to powering 128,000 homes for a year.

Benefit #2

Customers have saved more than $180 million on their electricity bills through the BEE program.

Benefit #3

Uplight has sent over 79 million home energy reports (HERs) to Duke Energy customers, with an opt-out rate of only 0.18%.

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Overview

Advancing Behavioral Energy Efficiency Programs with Duke Energy

Operational Impact

Quantitative Benefit