Customer Experience

The Behavioral Demand Response cloud service encourages utility customers to reduce energy during peak events, thereby lowering energy demand on a large scale.

Peak events are days in which the demand for energy exceeds a utility’s capacity to supply it. These days often occur during extreme cold or hot weather conditions, when the demand for energy is high.

To reduce the use of energy during peak days, customers enrolled in the Behavioral Demand Response program receive a variety of resources designed to motivate them to be energy-efficient. These resources include pre-event and post-event communications across email, voice, and SMS channels.

On this page:

Print Channel

Pre-Season Welcome Letter: The pre-season welcome letter is a welcome communication sent to customers to introduce them to the Behavioral Demand Response Cloud Service before their first peak event notification is sent. It explains what peak events are, notifies customers of upcoming notifications, and generates enthusiasm about energy savings. Pre-Season Welcome Letterfor more information.

Note: This experience requires a channel fee. See Requirements and Limitations for more information.

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Email Channel

  • Pre-Event Emails: Pre-event emails are sent to customers before a peak event occurs to persuade them to be energy-efficient during a peak event.
  • Post-Event Emails: Post-event emails are sent to customers after a peak event, and report on how well customers performed during the event.

See Email Channel Communications for more information.

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Voice Channel

  • Pre-Event Voice Message: Pre-event voice messages are sent to customers before a peak event to persuade them to be energy-efficient during the upcoming event. It includes information about the peak event, and tips that customers can follow to reduce their consumption of energy.
  • Post-Event Voice Message: Post-event voice messages are sent to customers after a peak event, and report on how well customers did in reducing their energy usage during the event.

See Voice Channel Communications for more information.

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SMS Channel

  • Pre-Event SMS Message: Pre-event SMS messages, which include the peak event day and time, are sent to customers about upcoming electricity peak events.
  • Post-Event SMS Message: Post-event SMS messages are sent to customers after a peak event to show them how well they did during the event compared to their neighbors.

See SMS Channel Communications for more information.

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Customer Experience Variations

Customers will not necessarily receive communications through every available channel. Each utility’s program design and customer experience variations may be different. See Customer Experience Variations for more information.

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Delivery

Behavioral Demand Response messages are not regularly-scheduled communications. They are triggered according to when the peak day events are scheduled during the peak event season. See Delivery for more information.

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