Text Channel Communications
Peak Time Rebate text messages use Short Message Service (SMS) messages to contact customers by telephone. They notify customers of upcoming peak events and remind them of how much they could potentially save. After peak events, follow-up alerts notify customers of the amount of money they saved by reducing energy use.
For text communications, utilities must use an SMS short code provisioned and owned by Oracle Utilities so that Oracle Utilities can comply with all requirements set forth by the MMA Best Practices and CTIA guidelines for SMS communications. This includes managing a double-opt-in process, as well as all required keywords (STOP, CANCEL, UNSUBSCRIBE, HELP, INFO, and so on).
Customer preference and contact information can only be changed using Oracle Utilities Opower APIs, and the double opt-in workflow should be triggered using the APIs. CSRs can instruct customers to follow the double-opt in process if the customer has already selected a preference in the utility's preference center by texting "YES" to the utility's short code.
Customers must go through a double opt-in process to receive text communications. Customers that do not are not eligible to receive text communications.
Text communications are limited to 160 characters. Customers who reply to a text with anything other than a keyword will get a response inviting them to call the call center.
Pre-Event Text Messages
Pre-event Text notifications are text messages that are delivered to customers' phones. They are sent before a peak event. They inform he customer that they can save money by reducing energy use during the event. They are generally delivered the day before the peak event, though they may go out later in the case of an emergency event, or earlier.
The contents of the message vary depending upon the track the customer is on and when the message is delivered.
- For Simply Money and Money Comparison Customers: These messages encourage the customer to participate by pointing out that they can reduce their bills by reducing their usage. Generally, this message includes the date and time of when the event will occur, gives tells the customer that they can reduce their bill by participating, and provides the customer with instructions to opt out of the messages. The messaging varies depending upon when the peak event is scheduled to occur. If it is an emergency event, the text informs the customer of this fact.
- For Peak Rewards Customers: These messages encourage the customer to participate by pointing out that they can reduce their bills by reducing their usage, and reminds them that their air conditioners will be cycled during the event. The messages also inform the customer of the time and date of the scheduled event. The messaging varies depending upon when the peak event is scheduled to occur. If it is an emergency event, the text informs the customer of this fact.
Post-Event Text Messages
Post-event text messages are used to inform customers about their performance during the recent event. They are generally delivered the day after the peak event, though this may vary. The content of the text message varies depending upon the track the customer is on. See Peak Time Rebates Tracks for more information.
- For Simple Money and Peak Rewards Customers: These messages provide customers with the amount they earned and the amount of energy they saved to reinforce the connection between saving energy and earning credit toward their bills. These messages also include links to the customer's account on the utility's website, allowing the customer to follow the link and view more details about how much they saved. The messages vary depending upon whether or not the customer saved energy during the peak event.
- For Money Comparison Customers: These messages provide customers with the amount they earned and how the customer's earnings compare to the average-saving home. This provides customers with a point of reference for how their savings compare to other people that are enrolled in the same program. The messages vary depending upon whether or not the customer saved energy during the peak event.