Customer satisfaction

Helping customers to help themselves.

Customer Service

MyMeter is rooted in the customer care function and was developed to equip utility customer service representatives with better tools to address billing inquiries.

MyMeter delivers billing and energy information to customers and support staff via a simple and intuitive interface. This makes it easy for customers to see how factors such as outside temperature, occupancy, and appliance use impact their usage patterns, removing uncertainty and driving down billing inquiry volume. Support personnel can more easily diagnose and resolve customer complaints, leading to increased customer satisfaction and reduced support costs.

But customer satisfaction is not the end goal of the MyMeter platform. Informed customers are engaged customers, and engaged customers represent an opportunity to enlist customers as partners in achieving energy savings goals and managing peak demand through well-communicated behavioral and load management programs.

Load management and energy savings

More communication. More control.

MyMeter helps customers engage in load management and efficiency programs that accomplish important financial and operational goals for utilities:

  • Dynamic pricing (e.g., time-of-use rates, critical-peak pricing)
  • A/C cycling for residential, small and mid-size business customers
  • Direct load control programs for large commercial and industrial customers
  • Behavioral energy efficiency

Gamification elements like personal “Energy Challenges” and neighborhood comparisons, give users the ability and incentive to control their energy use.

Energy Markers™ give customers the ability to track time-based events to see the impact energy improvements or changes in energy use behavior have on their consumption. The same tools can be used by utilities to integrate with existing efficiency programs.

Customizable real-time alerts via email and text messaging draw attention to peak demand events and abnormal consumption patterns. Armed with this information and accompanying analytic tools, end-users learn to see that their energy use is a process they can manage, not just a bill they have to pay. The result is cost-effective behavioral energy savings, tracked and verified for DSM program reporting.

Integration with ENERGY STAR Portfolio Manager provides commercial customers with automated benchmarking and comparisons of energy use intensities to gauge the potential for bottom-line impacts.

Energy Savings

Improved marketing effectiveness

The right message at the right time.

Residential and commercial customers alike have the ability to provide more information about their property characteristics and energy use systems, giving them the ability to make more meaningful benchmarking comparisons, or to receive utility-provided incentives. Customers gain greater control over energy use comparisons.

Utilities gain insights for targeted marketing of programs and special offers.

Tools for customer segmentation and insights on everything from building square footage and property use types to the age of HVAC and water heating appliances can dramatically improve response rates and lower the cost to meet participation goals.

The MyMeter Message Center enables custom list development based on property profiles and integrates with existing marketing automation platforms.

A win-win for utilities and their customers

Add value, subtract debt

MyMeter is an effective tool to drive adoption of utility offerings including:

  • dynamic pricing plans that align incentives and
  • value-added services such as tune ups and energy-efficient upgrades to aging equipment

With more engaged customers and insights into property profiles, utilities are able to direct offers to customers who will benefit most.

Revenue also increases when incidences of bad debt and disconnection are reduced. To that end, MyMeter now offers a full range of online payment solutions, including:

  • pay-as-you-go (i.e., prepay) billing options
  • Projected bill calculation
  • Mobile payment

With automated billing and connection processes, utilities can lower operating expenses while offering customers the freedom and flexibility they need to make sure they never miss a payment again.

A tool for energy use visualization

Going beyond the bill with a platform to explore and explain energy use patterns

MyMeter makes personal energy management easy, engaging, and even fun.

Interactive charts and heat maps toggle between interval, hourly, daily and monthly to help users diagnose expensive or wasteful usage patterns.

Plotting usage in comparisons to historic data, local temperature, and similar neighboring properties further helps to identify trends and the opportunity for energy improvements.

Commercial customers gain tools for benchmarking weather-normalized energy use intensities against similar property types through integration with ENERGY STAR Portfolio Manager.

Users can set Energy Markers™ to identify appliance replacements, renovations, and occupancy-based events, creating their own personal journal of key energy-use related events and the impact on energy use.

Information for busy lives

Gaining motivation and awareness through alerts and challenges

Most utility customers are not thinking about their energy use. They are busy taking care of their families, running their businesses, or just getting through the day – it just happens to require using energy.

Much of the power of the MyMeter platform is its ability to engage customers that would otherwise not be aware that their usage has increased significantly, that there may be an issue at a vacation or rental property, or that a freezer full of food may be at the peril of a power outage. With MyMeter’s automated notifications and alerts, customers can be made aware when their energy use should be a concern, both for their pocketbook and their busy lives.

Once engaged, customers can gain motivation to stay involved in their energy use through personalized “Energy Challenges” and comparing consumption with neighbors and peers. Over time, customers are able to monitor their progress and see the results of their commitment and action.

Community connections

Something to talk about.

MyMeter is more than a connection between customers and their utility. It’s a connection between customers and their community.

Customers can compare their habits to similar neighbors by filling in details about their home--such as size, age of construction, and use of alternative fuels--and find out if their bill is higher or lower than average. They can compete in utility-sponsored energy savings challenges, receive personalized messages alerting them to relevant rebates and other programs that can help lower their bill, and share discoveries and accomplishments with friends and family via integrated social media tools.

While many resources are available to offer tools and tips for energy management, the most compelling feedback is knowing and interacting with the real actions friends, neighbors, even local businesses are taking to control their energy bill.

Improved billing options

More control, less hassle.

MyMeter lets customers pay how they want, where they want.

With the convenience of online billing and integrated tools for pay-as-you-go (i.e., prepay) billing customers can ensure they’ll never miss a payment again. They can anticipate expenses with real-time projected bill calculation.

And they can do it all on the go from their mobile devices.