Oracle Customer Success—Exelon Corporation

Exelon is committed to managing energy demand, reducing service costs, and elevating its customer experience using a combination of data analytics and business intelligence. The Smart Energy Services project is part of Exelon’s strategic initiative to consolidate IT systems and leverage analytics across its 3 utilities: Baltimore Gas and Electric, ComEd, and PECO.

• Key Takeaways
  • Exelon utilities are consolidating their analytics capabilities and creating a unified customer engagement strategy.
  • Exelon can call on 400 MW of demand response capacity on a single event.
  • Exelon uses Opower’s Customer Engagement Platform to turn raw data into new experiences for 6.7 million end customers.
  • Exelon utilities will run analytics for residential, commercial, and industrial customers on a single platform.
  • Over the next 5 years, Exelon’s engagement strategy will generate 3 TWh of efficiency savings.
  • Business intelligence tools will give Exelon a comprehensive view of customer engagement across all touchpoints and all utilities.
• How Does Opower Help?

  Exelon uses Opower’s Customer Engagement Platform to offer multi-channel personalized experiences for 6.7 million end customers. Exelon’s demand-side management programs offer evolving experiences throughout the year. Peak Time Rebate events extend across summer and winter seasons, and email and paper Home Energy Reports show customers up to 45 targeted promotional modules per year. Exelon is also using Points and Rewards to drive high-value customer actions, like completing an online audit. Through Opower partnerships with FirstFuel and Olivine, Exelon’s Smart Energy Services will leverage a single, end-toend analytics platform for residential, business, commercial, and industrial customers. Opower’s platform includes a full suite of business intelligence (BI) tools that will give Exelon self-serve access to data and insights to improve program management and decision making. BI tools such as funnel analysis, web metrics, and other data analytics applications give a comprehensive view of customer engagement across all touchpoints at all utilities.

• Key Features
  • Dynamic digital experiences, generated in real time from customers’ energy behavior, program participation, and other data sources.
  • Personalized tips and targeted marketing that drive customers to sign up for autopay, paperless billing, or other promotions.
  • Programs that give customers more control, including High Bill Alerts that enable customers to set their own bill target and an integrated Points and Rewards loyalty program.

   

  This story was originally published on www.opower.com.