SCE + Uplight = Business Customer Engagement
Hello, SCE team! It’s been awhile since we’ve touched base, so we wanted to share a bit about what we’ve been up to with our Business Customers Solution. Have 20 minutes for a demo? We’d love to share more.
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Uplight’s solution for business customers
Uplight is the market leader in business customer engagement, with over 14 years of business customer experience and 28 utility partners with our business customer solution.
Our solution engages all your business customers – from small-to-medium businesses (SMBs) to the largest industrial customers – with personalized insights, leading to increased customer satisfaction, program uplift and increased conversion, and lower cost-to-serve this hard-to-reach segment. Our results speak for themselves:
Increased customer satisfaction
90% Avg. business CX scores
Program uplift
2x Increase in conversion rates
Lower cost to serve
2-3x Increase in digital self-service activity
We know business customers. Here’s how we stand out:
Best-in-class UI
Built around the customer
Rates integration
User engagement partner
Best-in-class UI informed by the voice of the customer
Our customer-centric interface surfaces insights, not just data, to engage and retain business customers. Our 15+ person product research and design team ensures that our product design is based around real user needs and preferences
Built around business customer needs
Our views are configurable, so you’re not providing the same experience to a large industrial facility and a tiny coffee shop. And our insights are personalized to the individual business viewing the data – so the information and recommendations are relevant and actionable.
Rates integration for business customers
Through a partnership with GridX, we offer rate education and analysis tools to help your business customers understand the rate options available to them and decide on the plan that works best for them. As time-varying rate options increase in prevalence and importance, Uplight can help you engage, educate, and enroll a broad swath of your business customers in the right rate.
We are your partner in user engagement
We enable your staff – from KAMs to DSM Program Managers to call center agents – with intuitive tools to engage your end customers. We provide comprehensive marketing and training support to ensure your utility staff and customer users are well equipped to use the tool.
Best-in-class UI informed by the voice of the customer
Our customer-centric interface surfaces insights, not just data, to engage and retain business customers. Our 15+ person product research and design team ensures that our product design is based around real user needs and preferences
Built around business customer needs
Our views are configurable, so you’re not providing the same experience to a large industrial facility and a tiny coffee shop. And our insights are personalized to the individual business viewing the data – so the information and recommendations are relevant and actionable.
Rates integration for business customers
Through a partnership with GridX, we offer rate education and analysis tools to help your business customers understand the rate options available to them and decide on the plan that works best for them. As time-varying rate options increase in prevalence and importance, Uplight can help you engage, educate, and enroll a broad swath of your business customers in the right rate.
We are your partner in user engagement
We enable your staff – from KAMs to DSM Program Managers to call center agents – with intuitive tools to engage your end customers. We provide comprehensive marketing and training support to ensure your utility staff and customer users are well equipped to use the tool.
What’s new with Uplight?
In partnership with our current clients, Uplight has launched a new iteration of its Business Customers Solution (BCS) that builds on the success of the previous version and brings new enhancements. Key areas of product improvement are:
Support for multi-premise accounts
Businesses with multiple locations – such as National Accounts – are extremely important to our utility clients. These customers need to be able to look across premises, compare and contrast sites in their portfolio, and make energy decisions holistically. Our enhanced Portfolio View capability enables multi-premise accounts the ability to view energy insights at the portfolio, premise, and meter level.
Request A DemoPowered by a stronger data platform
Across our product lines, Uplight has made a substantial investment into our Uplight Data Platform (UDP), which provides efficiency, scalability, and flexibility across data use cases. Connection to this new platform will power enhanced business use cases now and in the future.
Enhanced user analytics and reporting
Our clients want detailed information about how their business customers are using our tool – who’s engaging with which elements, where they’re spending time, and how they’re following intended user journeys. Uplight has deployed a best-in-class digital insights tool selected to bring richer user analytics and better reporting to our solution.
Carbon accounting & DER education
Uplight works with clients who are driving toward the clean energy future in partnership with their customers. We’ve recently added Scope II carbon accounting to our energy insights and included DER education support in our recommendations service. We’ll continue to work with utilities to shape our product to meet sustainability goals into the future.
Why does this matter to SCE?
Utilities will increasingly rely on business customers as a key resource to keep pace with market transformation trends such as decarbonization and electrification, and SCE is no exception.
A decarbonized grid
As California targets a carbon-free grid by 2045, SCE will need to balance increased renewable energy supply and greater penetration of customer-sited DERs to maintain a reliable grid that can meet peak demand. Business customers will be increasingly important as energy efficiency and demand flexibility resources in the grid of the future.
Business customers demand more
Customer expectations are changing, too, as utility customers expect experiences in line with digital providers like Amazon and Netflix. Business customers in particular expect personalized communications from their utility. SCE has a strong suite of customer programs for businesses, including multiple DR programs, energy efficiency offerings, EV charging and DER options, and several rate plans. But it can be difficult to engage, educate, and motivate business customers around these offerings. SCE must continue to be the trusted energy advisor to business customers navigating this evolving landscape.
Uplight can help SCE develop true partnerships with its business customers—leading to increased customer engagement, satisfaction, and participation.