Franklin Energy Launches NGAGE, an Integrated Software and Services Platform for Utilities to Steer the Customer Journey
January 30, 2019 •Franklin Energy
Franklin Energy (Franklin), a leading provider of energy efficiency and grid optimization solutions, today announced the launch of NGAGE—a technology platform for utilities to connect with customers and enable participation in utility programs throughout every user’s unique journey. NGAGE makes communications with customers simpler and more productive while increasing program engagement through personalized recommendations and integrated rewards. The platform also provides utility’s reporting and analytics from an integrated data set and supports partners like trade allies and retailers with customized implementation tools.
“With NGAGE, we’re leaving behind generalized energy efficiency recommendations, siloed programs and buckshot marketing, to deliver the personalized programs and insights customers expect in the digital era. Franklin is committed to offering utilities the technology platforms, grid optimization programs and efficiency products they need to increase customer satisfaction while streamlining operations. NGAGE, paired with the expertise of Franklin’s staff, is making that modern utility vision a reality,” said Franklin founder and CEO Paul Schueller.
NGAGE brings together three stakeholder modules into one platform: NGAGE Customer for customer journey-based engagement, NGAGE Client for utility program management and NGAGE Partner for trade ally and retailer enablement.
A customer-first approach to program design, marketing and implementation was the genesis for NGAGE Customer. The platform, which is powered by artificial intelligence and machine learning, makes it easy for energy users to make informed behavioral or rate changes, take advantage of utility energy audits and rebates, find contractors or financing, and complete transactional tasks like pay their bill or report an outage. Gamification techniques encourage customers to earn points for saving energy, which they can redeem for rewards. NGAGE Customer also guides customers toward deeper involvement through channels like the utility website, email, social media and texts, communicating when, where and how they prefer.
In the face of data overload, fragmentation and resource constraints, NGAGE Client offers utilities insight into the performance of their energy efficiency and demand response programs. NGAGE Client communicates behind the scenes with the NGAGE Customer and NGAGE Partner modules and distills the information into easy-to-use dashboards. The platform gives utilities key performance indicators to refine their portfolio offerings and reach savings targets while streamlining program administration tasks like rebate processing. NGAGE can be scaled as needs change, and connect various components of utility programs for more efficient program management and more effective customer service.
Contractors and retailers are critical to successful utility programs, and NGAGE Partner provides them with the resources they need to be successful. NGAGE Partner supports these important trade allies with a business development center and training resources, as well as a cost-effective marketplace that streamlines bulk orders of energy efficiency products. And an in-field assessment tool allows partners to create comprehensive energy savings reports based on a customer’s history and needs, with rebate application processing and tracking as well.
NGAGE is the first-ever platform to deliver utility, energy customer and utility partner benefits in one seamlessly integrated suite across programs. The capabilities can scale over time and ensure interaction and active participation every step of the way. To learn more about NGAGE and what the new platform offers, visit http://www.franklinenergy.com/ngage.