In March 2012, the Pennsylvania Public Utility Commission mandated that Electric Distribution Companies (EDCs) include a Standard Offer Customer Referral Program in their default service plans. With the goal of driving participation in the retail energy markets, the order stated that the program must offer residential and small commercial customers the opportunity to “opt in” to a 12-month fixed price contract at a 7% discount to the EDC’s then-current Price to Compare (PTC).
EDCs were also ordered to utilize and augment their existing call centers, infrastructure and resources to accommodate the program.
A large utility serving the Midwest and Mid-Atlantic region—and a longtime partner of Allconnect—knew it would be a challenge to implement and would cost them millions in their call center expenditures.
Allconnect, with its history of simplifying complex home service decisions, designed and implemented SimpleChoice in 2013, a solution that educates customers and provides the back-office technology necessary to handle the expansion.
SimpleChoice allows utilities to transfer movers, non-movers and small businesses to an Allconnect home services advisor, who then explains the choice of suppliers available. When customers agree to enroll, Allconnect seamlessly provisions enrollments to the participating suppliers.
On the front-end, the consumer experience is tailored through scripting and education, while Allconnect’s custom-built technology handles the expanded program on the back-end.
With high referrals and customer engagement ratings, the SimpleChoice program has:
• Successfully driven choice in the marketplace;
• Provided low-cost, educated customers to electric suppliers;
• Enabled compliance at a minimal expense for the EDC’s.