Advancing Behavioral Energy Efficiency Programs with Duke Energy
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- MyHER
- My Home Energy Interactive
- High Bill Alerts
- Orchestrated Energy
Tech Stack
- Analytics Platform
- Energy Management Software
- Customer Web Portal
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Energy Saving
- Cost Savings
- Environmental Impact Reduction
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
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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