Leverage Smart Home Technology to Build New Customer ...€¦ · February 9, 2017 . Web conference...

www.esource.com February 9, 2017

Web conference

Ryan Odell, Essie Snell, Sarah Howie, and Jeffrey Daigle

E Source

Leverage Smart Home Technology to Build New Customer Connections

© 2017 E Source | www.esource.com 2

For More Information

Essie Snell Research Manager, Technology Assessment 303-345-9140 [email protected]

Ryan Odell Associate Analyst , Demand-Side Management 303-345-9140 [email protected]

Sarah Howie Practice Director, Marketing and Communications 303-345-9166 [email protected]

Jeffrey Daigle Research Manager, Customer Experience 303-345-9183 [email protected]

mailto:[email protected]





The Smart Home, DSM Programs, and

Smart Home DSM


Text here

Courtesy: iStock


Dr. Marvin, Dr. Leo Marvin

Baby steps to smart home DSM

Courtesy: iStock


State of Smart Thermostat Programs

For years, E Source has been tracking the growing number of utility smart thermostat programs and placing them in our catalog of smart thermostat pilots and programs. From 2013 to 2016, we have conducted annual updates, and the catalog has grown from 10 to 97 smart thermostat pilots and programs.

programs target energy efficiency (EE)

programs 5 target both EE and DR

programs target demand response (DR)

60 26 5


Smart Thermostats Are the Foundation of Smart Home DSM

Programs are in most US States and Canadian Provinces


Smart Home Pilots GETTING DEVICES IN THE HOME

Ontario is doing some really cool smart grid projects PowerStream Toronto Hydro

US smart home pilots 3,000 miles apart Efficiency Vermont Pacific Gas and Electric (PG&E)

Images courtesy: iStock


Focusing on Energy Management

PowerStream Residential Energy Management

(REM) pilot

10 months, 500 homes

Smart thermostat, a touchpad, two smart plugs, two door sensors, and two motion sensors

Evaluation results due in 2017

Efficiency Vermont Smart Lighting & Hub Pilot

15 households (244 respondents in 5 days)

One Hub, five smart bulbs, one smart plug

Key findings: Dimming = potential energy

savings Behavioral changes and high

customer satisfaction

Source: PowerStream


Focusing on Smart EV Charging

Toronto Hydro Residential Smart Charging

pilot 15 months, 30 electric

vehicles (EVs) Level 2 electric vehicle

supply equipment, FleetCarma cellular C5 logger Program saw daily and

temporary reduction in peak charging load

PG&E BMW ChargeForward

(vehicle to grid) pilot 18 months, 100 EVs PG&E requested 100 kW

reduction per event (1 kW per vehicle) 192 DR events took place Achieved 100 kW

reductions in 94% of events; shifted 19,000 kWh


Expanding 2017 DSM Programs with Smart Devices Southern California Edison (SCE) Metrics for programs and measures planned to be in-market by January 1, 2017 Smart thermostats Tier 2 smart strips *Points-and-rewards behavioral low-

income program Tier 1 smart strips Hybrid heat pump water heaters Energy-efficient audit tool Home energy reports

Metrics for programs and measures planned to be ready after January 1, 2017 Smart plugs Smart lighting Smart appliances *Smart whole-home platform bundles

Courtesy: SCE


Moving from Smart Widgets to True Home Energy Management


Tons of Opportunities for Utilities!

Increased residential DR functionality

New data on energy use in the home

Potential for new Energy Star programs

New types of measurement and verification

New opportunities for communication

Efficiency potential via improved control


Nearly half of surveyed utility executives believe the smart home

will revolutionize the utility industry


Time to Think Outside the Box

Sources: iStock, ecobee, ThinkEco


Partnership Opportunities Are Emerging


Utility-Centric Smart Home

Platforms


Utility-Centric Platforms


Bring-Your- Own-Device

Implementers


BYOD Implementers


Service Companies


Voice Control


The Smart Home Interface of the Future?

Sources: Amazon, Google


Strategies for Smart Home Success

Identify data ownership and user privacy needs

Collaborate with nontraditional stakeholders

Take advantage of energy and non-energy benefits

Decide what you want out of the smart home


Making the Most of Connected-Home Communications


Courtesy: iStock


Shifting Experiences and Conversations

The connected home positions utilities to create new conversations, value and experiences with customers and other stakeholders. Some of the big questions are:

About what? In which ways? With whom?

And what other fundamentals do we need to consider?


Case 1: “Alexa, Tell Me…”


Source: Amazon


If we know that the consumer is going to turn to a machine for assistance, then we’d better give that machine what it needs. We’d better complement human storytelling with machine storytelling.

Mark Mulhern President, iCrossing


Source: Amazon


Alexa, who’s a good local HVAC repair company?

Source: Amazon


Alexa, who’s a good local HVAC repair company?

I’ve found 5 highly rated HVAC repair companies in the Denver area who are available through Amazon Home Services.

Source: Amazon


Source: TXU Energy


Who’s a good local HVAC repair company?

Source: Amazon, Google


Takeaway:

Search Engine Optimization (SEO)

Search Engine Marketing (SEM)

And so do emerging formats.

Alexa Skills IFTTT … And more to come…

Digital fundamentals matter… big time.


Case 2: Setting the Scene


Courtesy: iStock


Source: ENMAX


Young Digerati are tech-savvy and live in fashionable neighborhoods on the urban fringe. Affluent, highly educated, and ethnically mixed, Young Digerati communities are typically filled with trendy apartments and condos, fitness clubs and clothing boutiques, casual restaurants and all types of bars—from juice to coffee to microbrew.

Source: The Nielsen Company

Young Digerati


Courtesy: iStock


Source: The Nielsen Company

Upper-middle-class, suburban, married couples with children—that’s the skinny on Kids & Cul-de-Sacs, an enviable lifestyle of large families in recently built subdivisions. With a high rate of Hispanic and Asian-American families, this segment is a refuge for college-educated, white-collar professionals with administrative jobs and upper-middle-class incomes. Their nexus of education, affluence, and children translates into large outlays for child-centered products and services.

Kids & Cul-de-Sacs


OK Google, goodnight.

Goodnight.

Image sources: Google, ecobee, iStock, August, ChargePoint, Wemo


Takeaway:

You’ve got to know your customers’ daily rhythms and pain points. Consider creating journey maps of key segments’ daily rhythms, concerns and experiences.

Ask: How might the connected home ease those points of friction or concern?

Create parallel maps of the needs of the utility over the course of the day.

Ask: What overlaps to we see? Ask: How might we ______________?


Can You Generate Revenue from

HEM?


Setting the Stage for Revenue Generation

60 percent of the US population is “somewhat” or “very” familiar with HEM systems. — E Source, Generating Revenue from Home Energy Management


Who Are HEM Competitors?


Making Revenue-Generating Programs “Sticky”


Individual Enrollment Values Revenue per household enrollment $279.75

Cost for thermostat ($189.75)

Enrollment margin $90.00

Per 10,000 Homes—Propensity 100% of key segment adoption $99,000

10% of all homes $90,000

25% key segments and 1% other homes $32,760

Building the Business Case: $9.99 per Month


Courtesy: iStock


New E Source Smart Home Research Generating Revenue from Home Energy Management

Jeffrey Daigle, published February 7, 2017

Moving from Smart Widgets to True Home Energy Management: Teaming with Vendors to Take Advantage of Smart Home Interconnectivity Essie Snell, published February 9, 2017

Making the Most of Your Smart Home Communications and Marketing: Design Considerations for an Evolving Landscape Sarah Howie, upcoming 2017

DSM Programs and the Smart Home: The Journey Beyond Smart Thermostats Ryan Odell, upcoming 2017


Essie Snell Research Manager, Technology Assessment 303-345-9140 [email protected]

For More Information

CONTACT US

1-800-ESOURCE (1-800-376-8723) [email protected]

www.esource.com

Ryan Odell Associate Analyst , Demand-Side Management 303-345-9140 [email protected]

Sarah Howie Practice Director, Marketing and Communications 303-345-9166 [email protected]

Jeffrey Daigle Research Manager, Customer Experience 303-345-9183 [email protected]







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Leverage Smart Home Technology to Build New Customer ...€¦ · February 9, 2017 . Web conference...

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