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RAMPING UP HOME ENERGY EFFICIENCY PROGRAMS Rebate Program Innovations Utility Web Exchange May 19, 2009

RAMPING UP HOME ENERGY EFFICIENCY PROGRAMS Rebate Program Innovations Utility Web Exchange May 19, 2009. Bruce Matulich, Executive Director (916) 480-7314 bmatulich@egia.org www.egia.org. EGIA Brings All Facets Of The Home Improvement Market Together Towards One Common Goal …Saving Energy.

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RAMPING UP HOME ENERGY EFFICIENCY PROGRAMS Rebate Program Innovations Utility Web Exchange May 19, 2009

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  1. RAMPING UP HOME ENERGY EFFICIENCY PROGRAMSRebate Program InnovationsUtility Web ExchangeMay 19, 2009

    Bruce Matulich, Executive Director (916) 480-7314 bmatulich@egia.org www.egia.org
  2. EGIA Brings All Facets Of The Home Improvement Market Together Towards One Common Goal …Saving Energy
  3. Utility Services Experience Rebate Program Administration Processed 2.5 Million Utility Rebates & Disbursed Over $250 Million In Rebate Checks To Consumers Home Improvement Financing & Commercial Leasing Financing Of Over $500 Million In Home & Business Upgrades Contractor Network Development, Screening & Management Manage Partner Contractor Networks & A Nationwide Membership Network Of Over 2500 Home Improvement Contractors Home Energy Makeover Contest Administration Support Services Ranging From Design Consulting To Procurement/ Donation Of Installed High Efficiency Measures To Full Program Administration Utility Exchange/ Contractor Exchange Services UtilityExchange.org an EGIA affiliate Plans and Produces Activities Where Utilities, Allied Organizations and Contractors Learn and Network Regarding Best Practices In Energy Efficiency, Renewable Energy, Customer Service, Marketing/Sales and Enhanced Business Operations
  4. Rebate Program Administration Industry Best Practices
  5. Program Design
  6. Program Design
  7. Program Design
  8. Marketing & Channel Partner Outreach
  9. Marketing & Channel Partner Outreach
  10. Marketing & Channel Partner Outreach
  11. CONTRACTOR MARKETING TOOLS Marketing tools for contractors that back up the program sponsors consumer marketing message. Trade Ally Branded Program Support Materials Provide Pitch-Book Design Support Develop Targeted Sales Book Inserts CONTRACTOR TRAINING TOOLS Effective training of both the technical and the sales side of the business. The Technician and The Salesman Are Typically Not The Same Person Trade Ally Training Give Trade Allies Simple Tools and They Will Use Them The Relationship Between The Contractor and The Homeowner Looking Across The Kitchen Table, Is Where “The Rubber Meets The Road”
  12. Trade Ally Training Continuing Education With 24/7 Access To Program Resources Is Key Administer An Ongoing Training Curriculum Workshops Webinars Online Learning Establish A “Contractor Corner” Informational Section On Your Website Repository For All Program Materials, Marketing Collateral, Training Materials, Sales Tools & Announcements Password Protected So That You Know Who Is Accessing Program Materials
  13. Rebate Processing
  14. Rebate Processing
  15. Rebate Processing
  16. REBATE PROCESSING & PAYMENTAutomated Problem Letter Generation and Follow-Up System Automated Safeguards Reduce Deliberate Or Unintentional Misuse Of The Program Problem Letter Generation/ Follow-Up System Assures Maximum Customer Participation
  17. Customer Care Call Center Services
  18. Customer Care Call Center Services
  19. Reporting & Database Management
  20. Reporting & Database Management
  21. Rebate Funds Management Establish Utility Fund Account Expedite payment of invoices: Your not paying a bill, this is customer service real-time monitoring of remaining funds channel partner notification etc. at 6-8 weeks the phones light up “ where is my check” Understand financing impact of backlog and daily application volume ( hone your forecasting skills) Escheatment (bill credits, pre-paid cards) Uncashed check monitoring and follow-up
  22. CUSTOMER SERVICEDelivering Courteous, Professional, High Quality Service Quality Responsive Service Partners In Energy Savings Sponsors & Your Customers Is Priority #1 Experienced Call Center Staff Bi-Lingual Spanish Speaking CSR’s Dedicated 800# For Easy Customer Access Automatic Retrieval Of Program Info. Answers To Program Related Questions Rebate Application Status Inquiries CSR’s Trained To Be Problem Solvers Inquiries Handled Within One Business Day Call Records Kept On All Customer Inquiries EGIA’s Customer Service Mission Is To Deliver The Same Or Better Level Of Service That Customers Receive Directly From Participating Agencies
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