1 • Subtitle
New SV Clean Energy
PowerPoint Template
Digital Engagement &
Customer Awareness
Update
Pamela Leonard, Senior Manager of Communications
Leslie Madarang, Marketing Specialist
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2 Purpose
Provide an update and key
takeaways on digital
engagement and customer
awareness in relation to SVCE
and electrification initiatives
• Key digital engagement
goals and metrics
• Website engagement
• Email outreach
• Online promotions
• New features on the
award winning eHub
eHub wins Green Power Leadership Award, Sept. 2022
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cmiNrowu
Silicon Valley
Clean Enetgy
3 Why electrification engagement with eHub?
how it started how it’s going
Scaling electrification
engagement
‘One-stop-shop’ to take the guesswork out of
going all-electric at home and on the road
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4 Background – Goals of eHub
Education
• Bring electrification
to customer’s minds
• Emails
• Advertising
• Messaging
• Website content
• Sweepstakes
• Promotions
Inspiration
&
Awareness
Build customer
understanding of
electrification
• Online resources
• Website content &
digital collateral
• Emails
• Promotions
• Sweepstakes
Assist customers to go
electric
• Rebates
• Purchasing portals
• Concierge services
• Connecting customers to
SVCE programs and
outside resources
• Have the information to
start the buy > install >
operate process
Action
Supporting customer’s electrification journeys
Strategic Goal 6,
Measure 2:
Enable customer
education, engagement
and action related to
electrification and
decarbonization, via
online tools, resources
and promotions
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5 eHub Structure
Key elements of the eHub customer journey
Engaging
content
• Inspiring &
approachable
tone
Designed with inspiration, education & action as the foundation Third-party tools
• Solar+Battery
Assistant
• EV Assistant
• Appliances
Assistant
Three “Buckets”
• Clean Electricity
• Drive Electric
• Electric at Home
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6 All-electric education, tools and incentives
Available at eHub SVCleanEnergy.org/eHub
Shop & compare electric
vehicles – discover
incentives and savings
Shop for efficient, electric
products – Receive
rebates for energy
resilient products
Concierge service for
solar & battery storage –
can get $1,000 off an
electrical panel upgrade
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7 Education
Through
Digital
Engagement
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8 Title of the Page
Don’t homecrastinate
Current Inspiration & Awareness
Campaign
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When it feels like Winter inside,
that’s not good.
The furnace is going to break. Don't watt.
SILICON VALLEY
CLEAN ENERGY
SILICON VALLEY <3/ CLEAN ENERGY
Your hot water heater is about
to become a not water heater.
It's gonna break. Don't homecrastinate.
SILICON VALLEY
CLEAN ENERGY
Cuando adentro parece
invierno, no es buena serial.
La caldera esta por descomponerse. No espere.
SILICON VALLEY
CLEAN ENERGY
9 Campaign Video
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SILICON VALLEY
CLEAN ENERGY
10 Website Engagement & Updates
As web activity and traffic grow, we need the website to make a good first impression
• 2021 - 86,239 unique visits
• 2022 - 91,826 unique visits
• Conducted user testing in 2022
to evaluate and optimize
website for customer use and
education
• Informed navigation updates
implemented this spring
Updated rebates & incentives page
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Rebates and offers to help you
save money and go all-electric
As a customer of Silicon Valley Clean Energy, you have access to unique rebates and offers tailored for all our customers.
Customize your search by selecting a filter to show eligible offers.
O All Rebates and Offers
Residents
•
For Homeowners
•
For Renters
•
For Your Car
Businesses
•
For Buildings
•
For Transportation
•
For Property Owners
Contractors
•
Training
• Incentives
11 Customers Are Engaging With eHub Resources
and Services
FY 22-23 Goal: Reach 250,000 unique users with eHub resources unique visits returning visits
Total eHub Users Since
Launch
Total eHub Users by Fiscal
Year
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Cumulative
Users
400,000
300,000
218,117
200,000
100,000
FY21-22
20.855
0 FY21-22
10/22 11/22 12/22 1/23 2/23 3/23 4/23 5/23 6/23 7/23 8/23 9/23 12 Customers Are Spending Time Learning With
the eHub Resources
The high average time on page shows how customers are engaging with the content and materials on the website
eHub Resource
Unique Visits
Since Launch
Returning Visits
Since Launch
Average Time on
Page
SVCE eHub Webpages 37,309 5,525 2 min 33 seconds
EV Assistant 24,272 1,380 2 min 26 seconds
Solar+Battery Assistant 17,599 1,059 1 min 35 seconds
Appliances Assistant 138,937 12,891 2 min 04 seconds
*54 seconds is the average time on page for all industries and between 2-3 mins is considered good. (Contentsquare’s 2021 Digital Experience Benchmark report)
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13 Inspiration &
Education
Through Email
Campaigns
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14 Direct Email Campaigns Produce a Significant Increase in Electrification Education and Online Engagement
FY 22-23 Goal: Deliver 2.5 million emails to customers with a 60% open rate *SVCE's average open rate to date is
35%. Industry-standard is about 22%
(Enervee Performance Benchmarks)
emails delivered emails opened
FY 22-23 Total Emails Delivered and
Opened
Total Emails by Fiscal
Year
50% open rate
31% open rate
46% open rate
50% open rate
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2,500.000
2,000.000
1.500.000
1,119.149
10/22 11/22 12/22 1/23 2/23 3/23 4/23 5/23 6/23 7/23 8/23 9/23 15 Implementing learned best practices
for email content and design
Why Customers Are Opening Emails
1. Sending targeted emails that is simple and relevant
2. Subject line includes: $$$, Personalized: “You,”
Urgent: "Act Fast!", Call-to-Action: “Join, Claim,
Learn,” and Valuable information: “Tips, Upcoming
Changes”
3. Customers are recognizing and has a positive
association with SVCE
4. Sending follow-up emails to unopened emails
and relevant “next step” information to opened
emails.
81% Open Rate: Highest open
rate because email was a
follow up to customers who
opened a previous email about
the Sweepstakes
7.3% Click Rate: Highest click
rate because email went to
solar customers who would be
interested in learning about the
new Net Billing Tariff
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Dear Silicon Valley Clean Energy
Customer,
You may have heard about the
state has made to its Net Energy
Metering program, which pays
customers for excess solar generation.
Silicon Valley Clean Energy (SVCE), as
your community electricity provider,
wants to offer you some basic
information about the new Net Billing
Tariff.
Learn More
Some things to consider as a
16 Inspiration &
Action With
eHub
Promotions
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17 Implemented Promotions to Inspire Action and
Build Electrification Education and Awareness
Expanding and evaluating promotions to implement lessons learned for future offers
• Through promotions,
customers claimed rebates
on eligible electric products
up to $50
• Increased website
engagement due to
promotions
• 32,950 unique visits
during 2021-2022
Induction Cooktop
Promotion
• 16,861 unique visits
during Summer 2022
Promotion
• 7,246 unique visits during
All-Electric Yard Care
Promotion (so far)
FY 21-22 and FY 22-23 Promotions
*24 instant rebates claimed with
the new direct purchase feature
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479 rebates claimed 500
Portable Induction
Cooktops
Not. 2021 March 2022
Air Purifiers
Portable Power Stations.
I vaporativc Cooler s
July 2022 - Oct 2022
96 rebates claimed'
Electric Lawn Mower
Electric Leaf Blower
Electric Leaf Blowers
I lectric I awn Mowers
Feb. 2023 May 2023
18 ‘Go Electric’ Holiday Sweepstakes
Engaged customers through online sweepstakes to share electrification resources and education on the benefits of going electric on the road and at home • Purpose of Sweepstakes: Encourage customers to learn about electrification and visit eHub tools. • Prizes: Ten winners chose between a $600 electric bill credit, an e-bike, a Le Creuset 5-piece cookware set paired with a portable induction cooktop, a portable power station paired with a portable solar panel, or a Smartenit EV Charger. Seven winners chose a $600 electric bill credit, and three winners chose an e-bike. • Webpage User Engagement: 15,767 unique visits on the Appliances Assistant during Sweepstakes period.
Launched Dec. 19, and closed Jan.
18 Sweepstakes Results
114,152 Total Entries
4,840 Participants
24,095 Actions Completed
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'Go Electric' Holiday Sweepstakes
Enter for a chance to win!
19 Providing ‘Concierge Service’ for Customers
Interested in Home Solar+Battery Storage
With the Solar+Battery Assistant, customers can identify their needs, have a system designed, and receive quotes from multiple local contractors
Glossary:
Leads - customers who have created an account through the solar portal Proposals - leads that have completed a consultation call, provides necessary information, and received offers
Sales - leads that have selected an offer and signed a contract Customers can get $1,000 off the installation price
of a main service panel upgrade for a battery or
solar+battery installation.
Cumulative Engagement Metrics Since
Launch
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1.000
750
500
250
+201 loads after sending email about
CA's new rooftop solar program
Total leads
ratal proposal
B Total sales
Sales that
include a battery
363
99 — — 7 : 7“-- so
0 10/22 11/22 12/22 1/23 2/23 3/23
I can’t remember the last
time I experienced such
good customer service.
Our solar system is up
and running and we
couldn’t be happier with
our decision."
- Michele B.
1 Explore the
Solar+Battery Assistant
20 New Features
on the Award
Winning eHub
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21 Direct Purchase on the Appliances Title of the Page
Assistant Marketplace
• Allows customers to receive an
instant rebate on an electric product
on the Appliances Assistant during
a promotion.
• Allows customers to purchase
directly on the Appliances Assistant
marketplace, removing the step to
purchase the product with an
external online retailer.
→ Visit appliances.svcleanenergy.org
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SILICON VALLEY <3/ CLEAN ENERGY
22 PreTitle of the Page -Owned Electric Vehicle Catalog on the EV Assistant
• Increases the options
customers can choose to go
electric on the road
• Allows customers to explore
pre-owned electric vehicles,
compare costs, and discover
personalized incentives
(based on zip code & income)
→ Visit ev.svcleanenergy.org
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SILICON VALLEY \3/ CLEAN ENERGY
23 Upcoming eHub Additions
• HPWH Assistant: With the Heat Pump Water
Heater (HPWH) concierge service, customers can
identify their needs, have a system designed, and
receive quotes from multiple local installers
• EV Charger Assistant: With the EV Charger
concierge service, customers can identify their
needs, have a system designed, and receive
quotes from multiple local installers
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24 Questions?
Educate
• Bring electrification
to customer’s minds
• Emails
• Advertising
• Messaging
• Website content
• Sweepstakes
• Promotions
Inspiration
&
Awareness
Provide knowledge to
customers of
electrification
benefits
• Online resources
• Website content &
digital collateral
• Emails
• Promotions
• Sweepstakes
Assist customers to go
electric
• Rebates
• Purchasing portals
• Concierge services
• Connecting customers to
SVCE programs and
outside resources
• Have the information to
start the buy > install >
operate process
Action
Goals of eHub
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