Utility Rate Programs- PG&E CARE

Situation

As part of its mission to ensure ongoing affordability of energy for its customers, Pacific Gas & Electric Company (PG&E) offers the California Alternate Rates for Energy (CARE) Program. CARE is a statewide program that provides 30% or more off qualifying individuals’ electricity and gas bills based on their household income plus the number of people in their home.

In late 2014, PG&E wanted to find a new way to increase enrollment rates and reduce the number of unqualified customers signing up for the program. Research indicated that CARE-eligible customers move more frequently when compared to other residential customers, so Allconnect, which had implemented the mover-focused home services solution Simple Connections for PG&E since 2008, seemed like the right channel to test.

Solution

Allconnect, who already spoke to an average of 18,000 PG&E customers each month to help them compare, select and order essential home services, provided the right testing environment for PG&E to educate consumers about CARE and help them meet program goals.

By leveraging data-driven analytics and technology to guide the discussion, Allconnect’s home service advisors began offering the program to renters in 2015, which accounted for about 62% of the customers who used Simple Connections.

ALLCONNECT CARE PROGRAM OVERVIEW

• Customers who were interested in learning more about CARE provided their email address on the call.
• Allconnect sent an email with instructions about how to enroll in CARE in three easy steps.
• Once the customer clicked on the email, they were taken to an application form, which securely pre-populated through Allconnect’s platform with the information they provided on the call.
• The customer entered additional information to see if they qualified for the program.
• Form was sent to PG&E for approval and final enrollment.

'By the Numbers'

56

PERCENT

45

PERCENT

7.2

PERCENT

70,000

PEOPLE

Of targeted customers agree to receive the email about the program

Unique email open-rate vs. utility industry standard of 25.2%

Unique click-throughs on emails vs. utility industry standard of 26.5%

60

PERCENT

60

PERCENT

60

PERCENT

60

PERCENT

72

percent

Gross enrollment rate in 2016

Number of people Allconnect promoted PG&E Care to

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