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Oracle Opower Behavioral Load Shaping

Scale Up Customer Satisfaction

Oracle Utilities Opower Behavioral Load Shaping offers a rate-coaching experience to guide customers through the details of time-of-use plans and help them understand their bills better.

Customers Want Details

Customers Want Details

In 2018, Opower conducted a study on user experiences, behaviors, and reactions. We learned three things about customer desires and time-of-use plans:

  • Customers do not know which hours are most expensive
  • They do not know where to find basic rate plan information
  • They do want personal consumption information, though they understand it better when couched in use rather than cost

Customers Need Tools

Customers Need Tools

In that same study, we learned that a customized rate-coaching tool can help customers get the information they want and understand it more quickly. That tool must have:

  • Clear and concise educational messaging
  • Data-driven coaching
  • Consistency

Customers Crave Simplicity

Customers Crave Simplicity

The final takeaways of that study include:

  • Craft bite-sized tips that combine education and a personalized suggestion
  • Reach out weekly
  • Repeat for retention

Create an Intuitive Customer Journey

Create an Intuitive Customer Journey

Opower Behavioral Load Shaping combines all of those lessons learned into a single product that offers:

  • A personalized time-of-use experience with unique recommendations
  • Weekly educational email reports
  • Hourly cost breakdowns of costs
  • An overlay of costs, peak hours, and consumption patterns

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