Forming EPIC Connections with Hard to Serve Customers

June 9, 2017 | Blog

Certain utility customers—such as pre-paid, low-income, and those who rent, including multi-family—are known across the industry for being difficult to serve. Utilities struggle with engaging these consumers and managing the challenges that are often associated, including delinquency and bad debt. A request Apogee has overwhelmingly received from our customers is for a simple, low-cost solution designed to serve the hard to serve.

You asked and we delivered! We recently unveiled EPIC—our all-new Energy Platform for Information and Communication. EPIC puts the hard to serve customer in control of their energy and offers utilities a host of engagement features at a lower cost per customer than competing offerings.

So, what makes EPIC so epic?

  • Simple to implement: This turnkey solution requires no involvement from your IT department to deploy.
  • Timely, relevant, and actionable: Provides targeted low-cost or no-cost energy efficiency tips that consumers can implement right away.
  • Mobile-first: Takes full advantage of the popularity of smartphone communication and digital engagement among this market segment with interactive outreach via email and text.
  • Promotes other utility programs: Works closely together with any existing initiatives in place at your utility, such as weatherization, to reach this customer segment.

Initially dubbed the Energy Platform for the Income-Challenged, EPIC got a name change early on when we realized how well it could serve many other types of customers, including apartment dwellers, new homeowners, and younger segments who are more likely to rent or to move often. In every case, EPIC puts customers who lack the wherewithal or the authority to make energy efficiency investments back in the driver’s seat with easy, useful tools to manage spend.

The solution brings benefits to customers and utilities alike:

EPIC Customer Benefits

EPIC Utility Benefits

  • Transparency to energy costs and usage
  • Energy education
  • Improved comfort
  • Potential savings
  • Improved customer satisfaction
  • Increased program participation
  • Lower operating costs, including reduced call volume, improved cash flow, and reduced bad debt and collection activities

For more information about EPIC’s advantages and how it empowers hard to serve customers, watch the recorded webinar or contact us. We are currently looking for several utilities to pilot EPIC, so if you may be interested and want to find out more, please get in touch! We look forward to working with you to tackle your toughest customer engagement challenges

About The Author

Jim Malcom, Chief Financial Officer and EVP of APOGEE Interactive, Inc.

Mr. Malcom, brings more than 25 years in corporate finance and accounting to Apogee, which began with the firms KPMG and Ernst & Young in Atlanta. He has held senior posts as chief financial officer, corporate controller, vice president and treasurer for such area companies as Heidelberg USA, LecStar Telecom and Powertel.

Jim is a graduate of the University of Georgia with a bachelor’s and master’s degree in business administration, a certified public accountant, and a chartered global management accountant.

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