Genesis refines its customer app experience using Oracle Utilities Opower
The energy provider delivers more accurate energy insights through its Energy IQ app using the Oracle Opower disaggregation API technology.
“Sustainability is a key pillar in our customer relationship, and that means helping them make informed choices about when and how they use energy to save money and address emissions from electricity generation.”
Business challenges
Genesis Energy provides energy services and products to more than 650,000 residential and business customers across New Zealand. The company’s Energy IQ application is used by nearly 250,000 residential customers for advice about better energy management, as well as data insights about their home energy use, including factors contributing to high bills during seasonal shifts.
Genesis wanted to improve the accuracy of the app’s insights and data, and needed a more sophisticated disaggregation technology that would elevate the information it was providing to customers. The company also wanted to establish a better client support model to provide a high-touch environment for daily collaboration, problem-solving, and innovative thinking.
Why Genesis chose Oracle
Genesis selected Oracle Utilities Opower because it could improve the company’s ability to deliver next-level experiences with thorough and accurate energy insights that would help customers make smarter energy choices. Oracle Opower’s disaggregation technology would help Genesis to broaden customer outreach initiatives and offer a more inclusive customer engagement experience.
Results
Using Oracle Opower’s API technology, Genesis yielded more precise and in-depth energy data insights through the Energy IQ app. With Oracle Opower, the company improved the integrity of the data that supports the energy insights its customers receive, giving Genesis confidence that the data it provides will continue to elevate the customer experience and engagement.
Looking ahead, Genesis is interested in expanding the customer experience with Opower to offer a behavioral demand response solution by proactively communicating with customers to encourage behavioral changes in their energy use. This could improve the company’s ability to manage customers' energy use and predict demand on an increasingly unpredictable and potentially constrained network. It also positions Genesis to help ensure the national energy network is stable and safe while helping customers consider the impact of emissions from electricity generation.
About the customer
Genesis Energy is one of Aotearoa New Zealand’s largest energy retailers with more than 480,000 customers. It also generates electricity from thermal and renewable assets, helping move Aotearoa to a low-carbon future.