WRITTEN BY JESSE HITCHCOCK & ANGELICA PEREIRA ∙ TORONTO, ONTARIO

Despite the many benefits of energy efficiency to utilities and their customers, there are multiple barriers to providing the best measures, rebates and most efficient retrofit solutions. Many of these barriers can be removed by leveraging program automation software in conjunction with an online or virtual energy audit.

Operating programs more efficiently
Program automation has an impact on energy efficiency programs and a utility’s  bottom line before they even make contact with a customer. Energy efficiency programs vary widely, ranging from low/no-touch direct install kits  through to more complex upgrades to the building envelope and HVAC systems. The more touchpoints that are involved in a workflow, the higher the risk of human error negatively impacting the program  outcome or customer experience. 

Rather than maintaining a manual database and slow, paper processes, program automation clears the paperwork off of the desks of CSRs and Program Managers, and allows the different departments of a utility to be  in-the-know about application status at all times. program automation tracks data and application status changes as well as who made the changes, ensuring each team has access to the data they require. All the application and program information is up-to-date, and accessible by admins from anywhere. This becomes imperative as working-from-home has upended utility workforces. By converting all or part of the manual processes into a workflow automation process, utilities and program administrators reap multiple benefits --the greatest which  is a boost in employee performance and modernized database management. 

Prioritizing resources
By automating program workflows, Program Managers can guarantee efficient use of internal resources, accuracy of information, precise and consistent outputs, and less human error. By marrying the workflow automation with machine-learning powered Virtual Audits, utilities can leverage knowledge of their customer’s energy savings (projected and accomplished) instantaneously at the time of application. As the application moves through the process, each project’s financials and status updates are available  in real time and on a centralized platform for cross-functional teams to access. 

Leveraging project automation allows all energy efficiency stakeholders to benefit from better project management, time management, and reporting but most importantly optimize the use of their resources. The ability to seamlessly add new program steps and statuses to an already established workflow is key to future-proof program delivery. For current processes, converting manual approvals into instantaneous notifications customized to the appropriate stakeholder reduces bottlenecks in project timelines. 

Bill Gates once said "The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency." Implementing program automation allows Program Managers to take stock of their inefficiencies and quickly resolve obstacles in their path to achieve the highest energy savings possible for homes and small businesses. 


Creating a unique customer experience
63% of US consumers said they would be more open to sharing more personal data if they were offered a product or service that they say they truly deserved. In a survey by PwC, 17% of US Consumers said they will walk away after one bad experience with an organization. Modern consumers expect a lot from their service providers, and they won’t settle for less. Great customer service requires more than handing out free home energy kits and rebates, modern customers are looking to engage with organizations that emotionally connect with them.

The ultimate goal is to pair an impactful rebate with a positive experience, ensuring that utility customers become ambassadors for the programs and recommend the rebate or incentive to friends and family members. To create these unique experiences, utilities need to captivate their customers with smooth processes, one-click decision making and consistent knowledge sharing. Program participants must be able to receive seamless updates from the utility, vendors and contractors and feel comfortable knowing they can access their program status at any time. Program automation acts as the silent connector, bringing all these pieces together and revolutionizes the digital experience in the energy efficiency sector.


Best ROI
Companies who focus on customer experience are as much as 60% more profitable than those who do not. Dimension Data reported that 84% of organizations that worked to improve their customer experience saw a corresponding increase in revenue. The ROI of program automation can also be quantified by business metrics such as cost-to-serve, retention and customer satisfaction.

Understanding what really matters to customers helps utilities focus on what’s driving uptake of measures and retrofits, thus helping them budget their future programs and increase their program enrolments. Program Managers get a clear view of what their customers expectations are and what they can do to help them be more environmentally conscious, reduce bills and live more comfortably by creating a customer journey that takes into account what the customer truly needs to feel like they matter.

Program automation will help Program Managers overcome challenges at different stages of the program cycle. It will help them free up their time to focus on other priorities and will continue to have ongoing benefits as programs get more complex. This is just the beginning of innovation in energy efficiency!