Opower Digital Engagement
Accelerate your customer experience roadmap across residential and business customers with Oracle Opower cloud-based digital engagement solutions. Deploy AI and behavioral science at scale toward decarbonization goals and deliver cross-channel experiences that increase customer engagement, reduce a utility’s cost to serve, and improve the customer experience and customer satisfaction.
Oracle named #1 in digital customer engagement and experience analytics by Guidehouse Insights
Oracle Energy and Water has earned the top performance ranking in the latest Guidehouse Insights report.
Opower digital engagement products
More than 150 utilities have deployed Opower’s cloud -based digital engagement solutions to help their customers digitally self-serve, adopt new programs, and increase customer satisfaction while meeting demand-side management targets and demonstrating the benefits of advanced metering infrastructure (AMI) investments.
Web and mobile experiences
Flexible deployment options—including widgets embedded directly into utility websites, seamless single sign-on pages, and APIs—give utilities unparalleled abilities to reach customers where they are.
Neighbor comparison
Customers can gauge their energy consumption against similar homes in their neighborhood.
Bill forecast and comparison
Customers can see their projected usage and cost for the current billing period as well as benchmarks for current bills against previous ones.
Home energy audits
Drive deeper engagement with customers about their energy use by promoting a home energy audit and making it easy to complete.
Energy use insights
Help customers visualize and explore their energy behavior, trends, and costs with appealing graphics and revealing insights.
Personalized savings
A comprehensive library of energy-saving tips personalized for customers show the best recommendations for how to save energy in their home and money on their energy bill.
Targeted digital marketing
Leverage a dynamic segmentation tool to target program promotions, deliver timely announcements, and drive important web actions.
High bill alerts
Identify customers trending toward a high bill and automatically send alerts with personalized energy insights, energy efficiency tips, and program promotions to help them save energy and money.
Weekly energy updates
Powered by smart meter data, Opower weekly updates surface additional insights, such as day-by-day energy benchmarking—helping customers answer billing questions without contacting the call center.
Self-serve access to key energy insights
Offer your small and medium businesses and commercial and industrial customers personalized energy insights on the web that are also mobile friendly, so they can quickly and easily understand them and take action.
Bill forecast and comparison
Show customers their projected usage and cost for the current billing period as well as benchmarks for current bills against previous ones.
Data browser
Help customers visualize and explore their energy behavior, trends, and costs with appealing graphics and revealing insights.
Advanced insights
Insights specifically useful to business customers, such as demand heatmaps and reactive power, enable sophisticated energy managers to confidently make important business decisions.
Green button download
Green button download lets business customers quickly export all their latest energy use data to the tool of their choice for easy viewing and analysis.
Guest user access
Some businesses may have numerous people interacting with energy use data for different purposes, such as energy management or financial and facility management. Users can easily give guests web tools and manage access to them.
High bill alerts for business customers
Proactively identify business customers heading toward a high energy bill and automatically send alerts with personalized business energy insights, tips to reduce usage, and access to program promotions that will help save money on future bills.
Weekly energy updates for business customers
Leveraging smart meter data, weekly business energy updates offer insights, such as day-by-day energy benchmarking, that will help business customers get answers to their billing and energy use questions without needing to contact the call center.
Rate education reports
Educate and enroll customers in variable rate plans with paper or digital reports, and then proactively deliver an engaging experience that helps customers understand what time-of-use (TOU) rate plan is best based on a personalized analysis of past energy use. Customers can self-serve, shift their usage, and save money on their utility bills.
Rate analysis and insights tool
Provide an overview of rate plan options and personalized cost forecasts. Customers who complete a simple questionnaire can see how changing energy habits would affect the costs of each plan. The on-demand web tools let customers track their peak and off-peak usage, accessing data-rich visualizations and usage breakdowns.
Behavioral load shaping
A personalized rate plan “coach” for customers enrolled in TOU rate plans offers week-over-week comparisons of peak and off-peak usage alongside tailored recommendations for how to shift usage outside of peak energy demand periods.
Opower Digital Engagement
Improve your customer experience roadmap using a cloud-based platform for serving utility customers
Improve the customer experience and address decarbonization goals
Opower solutions help utilities address decarbonization goals by providing cross-channel experiences to increase customer engagement, reduce cost to serve, and improve customer satisfaction across both residential and business customers. The digital engagement products feature
- Digital self-service energy management
- Proactive alerts
- Rate engagement
- Engagement around distributed energy resources
Implement and maintain engagement solutions with cross-channel experiences
Opower predictive analytics, automated customer insights, and personalized messaging improve customer journeys on the web and in outbound channels. Easily configure the customer experience to integrate these capabilities.
Connect customers with your customer programs
With a single integrated, customer-centric cloud platform, connect customers with the right programs and accelerate progress toward program adoption and customer action.
Engage customers and increase your satisfaction metrics
Opower engagement products are easy for utilities to turn on, make their own, and measure for impact with metrics for self-service, program adoption, and customer satisfaction.
Reduce cost to serve
Opower outbound and web solutions quickly give customers energy usage information and insights that help them self-serve, thereby reducing the volume of calls to call centers.
Offer easy access to insights with digital self-service energy management
Flexible web and mobile deployment options that utilities can embed directly into websites provide customers with
- Bill comparisons and forecasting—the ability to compare their current bill to the previous bill or the corresponding bill a year earlier
- Energy usage comparisons with similar neighbors
- Energy use trends
- Information on home energy audits
- Personalized suggestions on how to save energy and reduce bills
- Targeted digital marketing
Deliver personal service to all your business customers
Engage and empower your small and midsize business customers and commercial and industrial customers with self-serve access to energy insights, proactive alerts, and energy updates. And equip your account managers with tools to optimize workflows and capture more lifetime value from business customer relationships.
Send alerts on high bill trends and weekly energy usage to help reduce call center volume
High bill alerts identify customers trending toward bills that are higher than usual and automatically send a message with personalized insights, tips, and program promotions.
Weekly updates provide insights on day-to-day energy usage that help customers understand their bills so they don’t need to contact the call center with questions.
Educate customers about rate plans
Increase understanding of new rates and rate plan options with Opower rate education reports.
Simplify complicated rate options and streamline customer choices based on energy use habits.
Sacramento Municipal Utility District (SMUD) uses Opower digital self-service energy management in its mobile app to provide a seamless web experience and strengthen customer relationships.
Opower engagement benefits
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01Increase engagement with digital web and outbound tools
Digitally engaged customers share more information, participate in more programs, and are more satisfied.
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02Deliver on AMI business cases
Achieve measurable customer value from AMI deployments by displaying interval energy use data directly to customers, enabling them to better manage energy use and related costs.
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03Boost satisfaction among business customers
Make work easier for your business customers with self-service access to key energy insights, proactive alerts and energy updates, analytics for utility staff, and effective tools for sales and account manager support.
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04Increase residential customer engagement and satisfaction
Raise customer satisfaction scores by 5% to 8% while providing personalized experiences, delivering targeted marketing, and increasing the adoption of digital experiences and customer programs.
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