Achieving High Customer Satisfaction with Marketplace at Jackson EMC
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Jackson EMC Marketplace
- Uplight’s Marketplace
- Level 2 EV chargers
- Smart thermostats
Tech Stack
- Customer-centric technology suite
- Data-driven customer experiences
- Grid edge control
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Energy Saving
- Revenue Growth
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
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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