顧客サイトDERの導入ためのリモートエンゲージメント戦略

新型コロナウイルス感染症 (COVID-19) によるエネルギーフローの住宅部門へのシフトはエネルギー業界のデジタルトランスフォーメーションに緊急性をもたらしました。参入事業者はリモートカスタマーエンゲージメント（RCE）がCOVID-19後も継続する可能性が高いと考えています。主に住宅を対象としたRCEは、刷新されたHER (ホームエネルギーレポート)、遠隔監査、サーマルマッピングなどの機会があります。これらのソリューションに加えて、ARなど、商業・産業（C&I）顧客を遠隔で取り込むための開発も行われています。

当レポートでは、顧客サイトDERの導入ためのリモートエンゲージメント戦略を調査し、COVID-19後のグリッドオペレーターとそのパートナーによるデジタルトランスフォーメーションの分析、新たなデジタル機会の検証、ケーススタディ、提言などをまとめています。

序文

背景

提言

COVID-19がもたらしたDER関連通信の根本的変化

デジタルソリューション：新しい住宅エンゲージメントを促進

• HERに新技術とビデオメッセージを導入
• 遠隔診断で在宅勤務をサポート
• スマートスピーカー・ホームハブ
• グリッドをサポートする多世帯・低所得者層

C&I顧客：リソース軽減への注力

• 住宅部門の教訓を生かした将来のC&Iメッセージング
• サーマルマッピング：エネルギー管理者が損失を可視化
• コミュニケーションと可視化を強化するAR

COVID-19後のRCEの継続的成功

• ユーティリティ事業者：収益増加促進のためコスト削減は必要
• 企業：ソリューションベンダーの住宅向けRCEをC＆I部門向けに再利用する必要がある
• プログラムマネージャー：高いエンゲージメントを維持するため、カスタマージャーニーアーチを設計する必要がある
• パートナー：コラボレーションの恩恵を受け、品質管理されたデータでカスタマイズできる
• 実装者：顧客の比較が必要

LIST OF CHARTS AND FIGURES

• Apogee Video HER Capture Alerting Customers to Potential Savings from Smart Thermostat Installation
• Opower X Video HER Closing and Accompanying Programs List
• Copper Labs Real-Time Solution for Smart Speakers
• MyHEAT Commercial Rooftop Heat Loss Map
• Embrace Cost Savings to Drive Increased Revenue Recommendation Checklist
• Repurposing Solution Vendors Residential RCE Recommendation Checklist
• Design a Customer Journey Arch Recommendation Checklist
• Partner Collaboration Recommendation Checklist
• Compare Customers to Their Best Version Recommendation Checklist

LIST OF TABLES

• Customer Engagement Messaging Pre- and During COVID-19

The COVID-19-driven energy flow shift toward the residential sector added urgency to the energy industry's digital transformation. In 2021, stakeholders understand that remote customer engagement (RCE), which inherently relies on virtual interaction and embraces digitization, will likely last well beyond the pandemic. Opportunities for RCE primarily target residential customers and include revamped home energy reports (HERs), remote audits, and thermal mapping. These solutions are matched by developments, such as augmented reality (AR), designed to remotely engage commercial and industrial (C&I) customers. This report explores how emerging digital opportunities are expected to expand following the pandemic and recommends that utilities and their partners position themselves for a virtually engaged customer of the future.

Inherent in true RCE is the absence of workers and electricians present on end-customers' properties to interconnect complex DER ecosystems to the utility grid. Remote engagement strategies take advantage of those devices already present. Where there is an absence of DER, RCE strategies can catalyze the customer journey and demonstrate the benefits of relevant DER-related solutions from smart thermostats to fleet electrification and automated behind-the-meter (BTM) asset management.

This Guidehouse Insights report analyzes the acceleration of grid operators' and their partners' digital transformation following the onset of the COVID-19 pandemic. The report assesses pivots in marketing and outreach language and the new opportunities brought to customers through remote engagement solutions. Drawing on examples from real-world solutions providers, the report looks at how applications developed as focus shifted to the residential customer segment and how they can benefit C&I customers as the workforce returns toward centralized work. The report closes with suggestions for successful continuity of RCE in a post COVID-19 world.

KEY QUESTIONS ADDRESSED:

• How did COVID-19 affect utility program and DER-related messaging?

• What new opportunities does RCE provide to utilities and their partners?

• Which residential RCE solutions can be adapted to support the C&I customer segment?

• How can RCE drive cost savings and increased revenue for utilities and their customers?

• What factors determine the success of RCE?

• What are best practices for evolving RCE as the workforce shifts toward the C&I segment?

WHO NEEDS THIS REPORT:

• Utilities
• Distribution network operators
• Program implementers
• Utility software solution providers
• Utility customer engagement solutions providers
• DER manufacturers
• DER project developers
• Non-governmental organizations
• Government agencies
• Large industrial power users
• Investor community

Table of Contents

Spark

Context

Recommendations

COVID-19 Introduced Fundamental Shifts in DER Related Communications

Digital Solutions Drive New Residential Engagement

• Home Energy Reports Include New Technologies and Video Messaging
• Remote Audits Support the Work-from-Home Era
• Smart Speakers and Home Hubs Communicate Savings Opportunities
• Multifamily and Low Income Customer Segments Provide Grid Support

Commercial and Industrial Customers Engage to Alleviate Strained Resources

• Future C&I Messaging Evolves from Residential Lessons Learned
• Thermal Mapping Helps Energy Managers Visualize Lost Dollars
• Augmented Reality Strengthens Communication and Visualization

Successfully Continue RCE in a Post-COVID-19 World

• Utilities Must Embrace Cost Savings to Drive Increased Revenue
• Companies Should Repurpose Solutions Vendors' Residential RCE for the C&I Segment
• Program Managers Need to Design a Customer Journey Arch to Maintain High Engagement
• Partners Will Benefit from Collaboration to Customize with Quality Controlled Data
• Implementers Ought to Consider Comparing Customers to the Best Version of Themselves