The document discusses Duke Energy's strategies for engaging small and medium businesses (SMBs) in energy efficiency programs. It outlines Duke Energy's SMB advisor process, which involves identifying SMB customers through trade shows, allies, and advertising. An advisor then conducts a virtual audit or phone interview to evaluate the customer's energy use and identify potential energy conservation measures. The advisor works with the customer to develop an energy efficiency project roadmap and facilitates project implementation and rebate processing. The goal is to streamline the assessment process, improve customer conversion rates, and achieve sustainable energy savings through partnerships with SMBs.

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Engaging SMB Customers: Some Really Cool Ideas
Susan Mendez, Manager – Trade Ally Management
E Source Forum 2014
September 29–October 2, 2014

2. Presentation Agenda
Challenges encountered by a multistate, investor-owned utility in providing energy efficiency programs
Creating a partnership with the small-medium business (SMB) customer
Successful strategies
Duke Energy Assessment process
Cool ideas: SMB advisor team
New methods to influence customer project conversion
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3. Who Is Duke Energy?
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4. Why Promote Energy Efficiency?
Cost: According to ACEEE, $1 invested in EE returns $1.24 to $4.00 in benefits such as avoided energy and capacity costs 4
Sustainability
Cost
Regulatory Goals
Regulatory Goals: Serving 6 states in 8 jurisdictions, Duke Energy agrees to assist consumers in their energy efficiency improvements as part of their rate structure plans.
Sustainability: We actively share our EE expertise with customers as a long- term strategy toward fuel consumption, stricter building codes, emission controls and stewardship of the environment.

5. Creating a Business Partnership with the Customer
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Business Assessors SMB Advisors Account Managers Market Segment Managers Trade Ally Management Portfolio / Program Managers Customer Participation Customer Satisfaction
Expert Guide: With unparalleled energy experience, Duke Energy actively shares our expertise to provide energy management solutions that benefit our customers today and in the future.

6. Successful Strategies in Engaging the SMB Customer
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Designate team members to attend various professional organizations that are attended by facility managers or real estate property managers such as BOMA, IFMA, CFHLA and NAIOP.
Join a construction plan Internet service such as Dodge or Reed to review projects and determine applicable scope, contacts and timelines.
Create presentations for contractors that describe your energy conservation measure details and participation requirements. Offer to provide rebate info for their quotes.

7. Duke Energy Florida Current SMB Assessment/Audit Process
Lead Generation
•Trade Shows
•Trade Allies
•Advertising
Pre-Site Preparation
•Billing History
•Customer Website
•Phone Interview
On-Site Survey
•Building History Interview
•Controls Sequence
•Audit / Evaluation
Reporting
•Energy Calculations
•Benchmarking
•Presentation of results
Project Follow-up
•Record ECM Improvements
•Invoice and Data Sheets
•Calculate and deliver rebate
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8. Cool Ideas – The SMB Advisor
Cool Ideas for SMB Customers
Virtual Audit and third party phone board
Benchmarking Index and EUI Scores
Sales Force Marketing Tools and Feedback Generation Reporting
SMB Energy Advisor Phone Audit
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9. Duke Energy SMB Advisor Process
Salesforce Email Blasts
Customer Requests
Vendors
Trade Allies
Virtual Audit /EUI
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10. Duke Energy SMB Advisor Process
Set Appointment with Decision Maker
Phone Interview
Research
Identify Outliers
3rd Party Contractor
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11. Duke Energy SMB Advisor Process
Data Collection & Evaluation
Optional On- Site Visit by Advisor, Trade Ally or Vendor
EE Projects Roadmap
Phone Interview for Building Energy Use History
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12. Duke Energy SMB Advisor Process
Presentation of Results
Regulatory Documentation
Benchmarking
Energy Calculations
Financial Evaluation of ECMs
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13. Duke Energy SMB Advisor Process
Record in Salesforce
Deliver Rebate Check
Calculate Rebate
Invoices and Data Sheets
Record ECM Improvements
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14. Summary of EE Project Conversion Rate
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•Small-Medium Business Program
•New Non-Residential Assessment Process
•Customer Archetype
•EE Sales Training
•Streamline Process
•EE Budgets Allocations
•Historical Participation
•Sustainable Goals
•Questionnaire
•Salesforce
•EnComp
•Reed Insight / Dodge Report
Software
Ideal customer
EE Partnerships
Reduction in Project Cycle Time

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