Email 1: Welcome to Solar
The first email solar customers receive is the Welcome to Solar email, which is sent shortly after a customer connects to the solar program. This email provides positive messaging, congratulating the customer on making the move to a solar energy program.
The message also educates the customer by providing them with information about common myths associated with solar energy programs, and identifying solar-specific items they will see when they receive their first solar bill. Providing this information early in the customer's solar journey helps to set realistic expectations about how solar panels can impact their utility bill, and clarifies what their solar billing experience will look like.
The Welcome to Solar email contains these modules:
- Solar Email Header
- Solar 1 - Welcome
- Solar 1 - Myths
- Solar 1 - Get Ready for First Bill
- Solar Email Footer
Solar Email Header
The email header introduces the reader to the email and displays the utility's logo and the customer's account number in the appropriate format.
Subject Line: <First Name>, congratulations on making the switch to solar
Company Logo: The utility's company logo displays at the top of the email.
Customer Account Number: The customer's account number displays below the logo in the format defined during the configuration process.
Figure 4-1 Solar Email Header
Solar 1 - Welcome Module
This module congratulates customers on going solar and welcomes them to the Solar Update Notification program.
Welcome Heading: The email begins with a statement that welcomes new solar customers to the program.
Welcome Image: Below the heading is an image depicting an energy efficient neighborhood.
Welcome Statement: This statement introduces the customer to the solar email communication program. The statement tells the user they can expect to experience new terminology and numbers on their billing statements, and tells them that they will receive additional communications in the coming months to help explain their solar bills, and help them get the most out of their solar program.
Figure 4-2 Welcome
Solar 1 - Myths Module
This module discusses common myths about solar programs, and explains them so that the customer has a better understanding of how solar programs work. Dispelling common myths early in a solar customer's journey can help to improve understanding and customer satisfaction. The section can include up to five myths.
Heading Statement: The solar myths section begins with a statement that asks customers if they are familiar with some common myths about solar.
Myth Number Heading: Each myth starts with the heading "Myth #<X>". The number is automatically generated based on the sequence of the included myths, from top to bottom. You can include up to five myths in the module.
Myth Subheading: This statement describes the myth. For example, "Going solar means no more utility bills."
Myth Description: This statement provides additional information about the myth to educate the customer. For example, "Your solar panels may not produce all the power you need each month, which means you'll still be charged for some electricity."
Myth Image: Each myth has an associated image.
Figure 4-3 Myths
Solar 1 - Get Ready for First Bill Module
This module prepares customers for the new information they will see when they receive their first solar bill. This section also provides customers with access to the utility's solar billing page.
Module Heading: This section begins with a statement that notifies customers it is time to prepare for their first solar bill.
Solar Billing Image: Below the heading a billing-related image is displayed.
Explanatory Statement: This statement follows the heading, notifying the customer that their first solar bill will arrive soon, and identifies the number of items that might include new solar-related information. The number included in this statement is automatically generated based on the number of bullet points that follow the statement.
Bullet Points: The list that follows the explanatory statement can contain up to five bullet points that identify the new items a customer can expect to see on their solar bill. The bullet points must be consistent with the numbers that are included in the "Your First Solar Bill" section in the second solar email. Examples of bullet points that can be included in this module are:
- Your connection fee
- Your energy charges
- Your kilowatt hour credits
Learn More Statement: The list is followed by a statement telling customers how they can learn more about solar billing.
Explore Solar Billing Button: Customers can click this button to visit the utility's solar billing landing page.
Figure 4-4 Get Ready for First Bill
Solar Email Footer
The email footer includes required information, such as the utility's address, and links to unsubscribe from emails and manage customer preferences. The footer also provides utilities with a space to include additional legal information, as needed.
Unsubscribe Link: This link enables customers to unsubscribe from the emails.
Utility Address: This statement includes the utility's address.
Legal Language: This statement can contain legal information, including copyright information, and any additional information the utility wants to include in the email message.
Figure 4-5 Solar Email Footer
Email 1 - User Experience Variations
This section discusses how the email can vary.
Newcomer Experience
For customers with less than 12 months of pre-solar billing data, the statement in the Solar 1 - Welcome module reads, "From new words and numbers on your bill to the basics of turning solar generation into monthly savings, there’s a lot to learn. Every few months we’ll share information explaining how solar power is different, tracking your costs, and helping you get the most out of your solar investment."
Note that the words "highlighting your savings" are replaced with "tracking your costs".