2020 was a tough year for utilities as they balanced the unchartered challenges of the pandemic with the daily demands of being a reliable energy provider. In the face of these challenges, utilities pivoted, prevailed, and began to make changes for the better - a trend that is continuing into the New Year. With 2020 behind us, see what utilities are prioritizing for the year ahead.
While utilities and natural disaster prep go hand in hand, many were not prepared for an event quite like the pandemic. Seemingly overnight, new stay at home advisories and health and safety measures disrupted the way society lived, worked, and did nearly everything. These changes drew attention to outdated systems, gaps in communication, lack of automation, and a general need to update technology. Some areas utilities are focusing on include:
COVID-19 improved the way utilities engage with customers, and it’s only getting better. Gone are the days where customers are thought of as meters, but instead as individuals. Utility customers want a simple, seamless, yet personalized experience and utility companies are focusing on giving them just that.
Why? By meeting customer needs and offering a great, personalized experience, trust is built. A stronger relationship is created between the utility and their customers, and greater satisfaction is the result. More satisfied customers are more likely to engage, get involved in energy efficiency programs, and remain loyal.
In the wake of the pandemic, an unprecedented number of customers were left struggling to pay their utility bills, highlighting the need to improve access to energy saving programs for low income customers. LMI customers face unique struggles, spending more on energy per square foot of space than higher-income households and devoting a higher share of their income to energy.1 Utilities are working towards addressing these unique needs, offering equitable access to energy saving programs, and clearly communicating about program benefits. Many utilities have already taken great strides in this area, ACEEE mentioning several top performers in its 2020 State Energy Efficiency Scorecard.2
For information on how EFI’s product solutions can help you reach your 2021 goals, contact us.
1 - energyefficiencyforall.org/resources/lifting-the-high-energy-burden-in-americas-largest-cities-how-energy/
2 - aceee.org/state-policy/scorecard
We are very excited to be able to combine the convenience of online shopping with the importance of energy and water efficiency. Customers can have a personalized shopping experience and know they are purchasing high-end products that will help them save energy and water.Steve Z. General Manager
We had just moved to our new home and really needed to shore up the heating system, figure out how we could afford new windows (they were original), and find out why our heat never stayed in the house. We worked with MassSave and EFI to assess our home, qualify for, and fulfill a heat loan. We were up and running with a new heating system, with a zero interest heat loan in about a week! This couldn't have been easier, and, to be honest, more needed. Thank you EFI and MassSave!Ryan D, Mass Save Marketplace Customer
We’re excited to partner with EFI! Using our existing programs, customers have saved millions of dollars in energy costs over the years. The PPL Marketplace certainly will add to those savings.Mary Ann M. Manager of PPL’s residential EE programs
We worked with EFI to create a product marketplace to offer our customer base an easy to use shopping portal. Our goal this year was to move 500K bulbs across all of our jurisdictions, and the EFI's marketplace and marketing expertise ensured that that number was hit by Q3. These guys know what they are doing, its just that simple.Ron S. Manager – Planning and Evaluation
I am always very happy with your service. I am proud that you want to help us save energy - I bought a ton of light bulbs. Thank you for being one of the few services I use that I can feel good about!Tracey Kitchens - Marketplace Customer
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