Customer Experience: Demand Rate Coach Emails

The Demand Rate Coach emails are intended to:

• Increase satisfaction and comprehension for utility customers on demand rate plan.
• Reduce electricity usage during peak hours.
• Reduce demand charges for utility customers.
• Reduce calls to the utility's call center from customers with demand rate plans.
• Increase customer retention on demand rate plans.

Customers receive one of the following Demand Rate Coach emails each week:

• Introduction emails
• Weekly Coach emails
• Monthly Demand Report emails

Each email is comprised of individual modules. Some of these modules are used in both the TOU Rate Coach emails and the Demand Rate Coach emails.

Additionally, the Easy Open Module, which is included in the Proactive Alerts Cloud Service, can also be included in Rate Coach emails.

Note:

Oracle recommends using the default order of the modules, as the emails were designed to be read from top to bottom, to provide the reader with an easy-to-understand message about their energy use. The default order of the modules for each email is listed in the following topics.

Introduction Emails

The first email customers receive as part of the Demand Rate Coach program is the Introduction email. The Introduction email is designed to welcome customers with Demand rate plans to the program, and to provide peak hour energy use insights. The message offers tips on how to reduce energy use during peak hours and how to decrease demand charges. The email also encourages customers to use less during peak hours by including information about the average savings of other utility customers who have shifted their use to off-peak hours.

By default, the Introduction email contains these modules, in the order listed:

• Email Header and Subject Lines Modules
• Demand Introduction Module
• Demand 101 Module
• Hourly Usage Module
• Demand Education Module
• Demand Big Appliances Module
• Easy Open Module (optional)
• Email Footer Module

Figure 2-6 Introduction Email (Part 1)

Figure 2-7 Introduction Email (Part 2)

Weekly Coach Emails

The Weekly Coach email is delivered to customers each week as part of the Demand Rate Coach email program. It provides peak hour and demand energy use insights as well as a comparison between peak hour electricity spending during the current week and the previous week. Customers begin receiving the Weekly Coach email after they receive their Introduction email, and do not receive the Weekly Coach email in weeks when they receive the Monthly Demand Report email.

By default, the Weekly Coach emails contain these modules, in the order listed:

• Email Header and Subject Lines Modules
• Weekly Comparison Module
• Demand 101 Module
• Hourly Usage Module
• Demand Tracker Module
• Tips Module
• Easy Open Module (optional)
• Email Footer Module

Figure 2-8 Weekly Email (Part 1)

Figure 2-9 Weekly Email (Part 2)

Monthly Demand Report Emails

The Monthly Demand Report email is delivered to customers every month, just after they receive their bill. This email is designed to help a customer reduce bill shock, and to help them understand demand charges. It includes details about when the customer's demand hour occurred during the month, shows how electricity was used on that day, and provides information about how the demand charge is calculated. It also compares the demand hour from the current bill to the demand hour from the previous bill, and provides tips about how the customer can save money and energy.

By default, the Monthly Demand Report emails contain these modules, in the order listed:

• Email Header and Subject Lines Modules
• Demand Report Header Module
• Demand Day Usage Module
• Demand 101 Module
• Demand Value Comparison Module
• Tips Module
• Easy Open Module (optional)
• Email Footer Module

Figure 2-10 Monthly Demand Report Email