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Engaging SMB Customers: Some Really Cool Ideas Susan Mendez, Manager – Trade Ally Management

E Source Forum 2014 September 29–October 2, 2014

Presentation Agenda

Challenges encountered by a multistate, investor-owned utility in providing energy efficiency programs

Creating a partnership with the small-medium business (SMB) customer

Successful strategies

Duke Energy Assessment process

Cool ideas: SMB advisor team

New methods to influence customer project conversion

2

Who Is Duke Energy?

3

Why Promote Energy Efficiency?

Cost: According to ACEEE, $1 invested in EE returns $1.24 to $4.00 in benefits such as avoided energy and capacity costs

4

Sustainability

Cost

Regulatory Goals

Regulatory Goals: Serving 6 states in 8 jurisdictions, Duke Energy agrees to assist consumers in their energy efficiency improvements as part of their rate structure plans.

Sustainability: We actively share our EE expertise with customers as a long-term strategy toward fuel consumption, stricter building codes, emission controls and stewardship of the environment.

Creating a Business Partnership with the Customer

5

Business Assessors SMB Advisors Account Managers Market Segment Managers Trade Ally Management Portfolio / Program Managers Customer Participation Customer Satisfaction

Expert Guide: With unparalleled energy experience, Duke Energy actively shares our expertise to provide energy management solutions that benefit our customers today and in the future.

Successful Strategies in Engaging the SMB Customer

6

Designate team members to attend various professional organizations that are attended by facility managers or real estate property managers such as BOMA, IFMA, CFHLA and NAIOP. Join a construction plan Internet service such as Dodge or Reed to review projects and determine applicable scope, contacts and timelines. Create presentations for contractors that describe your energy conservation measure details and participation requirements. Offer to provide rebate info for their quotes.

Duke Energy Florida Current SMB Assessment/Audit Process

Lead Generation • Trade Shows • Trade Allies • Advertising

Pre-Site Preparation • Billing History • Customer

Website • Phone

Interview

On-Site Survey • Building History

Interview • Controls

Sequence • Audit /

Evaluation

Reporting • Energy

Calculations • Benchmarking • Presentation of

results

Project Follow-up • Record ECM

Improvements • Invoice and

Data Sheets • Calculate and

deliver rebate

7

Cool Ideas – The SMB Advisor

Cool Ideas for SMB Customers

Virtual Audit and third party phone board

Benchmarking Index and EUI Scores

Sales Force Marketing Tools and Feedback Generation Reporting

SMB Energy Advisor Phone Audit

8

Duke Energy SMB Advisor Process

Salesforce Email Blasts

Customer Requests Vendors Trade

Allies Virtual

Audit /EUI

9

Duke Energy SMB Advisor Process

Set Appointment with Decision

Maker

Phone Interview Research Identify

Outliers 3rd Party

Contractor

10

Duke Energy SMB Advisor Process

Data Collection & Evaluation

Optional On-Site Visit by

Advisor, Trade Ally or Vendor

EE Projects Roadmap

Phone Interview for

Building Energy Use

History

11

Duke Energy SMB Advisor Process

Presentation of Results

Regulatory Documentation Benchmarking Energy

Calculations Financial

Evaluation of ECMs

12

Duke Energy SMB Advisor Process

Record in Salesforce

Deliver Rebate Check

Calculate Rebate

Invoices and Data Sheets

Record ECM Improvements

13

Summary of EE Project Conversion Rate

14

• Small-Medium Business Program

• New Non-Residential Assessment Process

• Customer Archetype • EE Sales Training • Streamline Process

• EE Budgets Allocations

• Historical Participation • Sustainable Goals • Questionnaire

• Salesforce • EnComp • Reed Insight / Dodge Report

Software Ideal customer

EE Partnerships

Reduction in Project

Cycle Time

15