EfficiencyOne (E1), the independent, not-for-profit organization operating in Nova Scotia, Canada as Efficiency Nova Scotia, is recognized for providing cost-effective energy conservation and low-carbon services to hundreds of thousands of homes, businesses, municipalities and large industrial customers. Over the last 10 years, EfficiencyOne has contributed over 24 percent of Nova Scotia’s overall emissions reductions and generated more than $1 billion in energy savings. The organization is recognized as leaders in Canada for its high energy savings and inclusive programming for low-income homeowners, renters and Indigenous communities.
As a rapidly growing organization, EfficiencyOne found that existing tools and systems didn’t reflect the complexity and maturity of their operations. The organization's administration and reporting required a lot of manual input, which had the potential to impede its growth and for errors. Version control, rebate application submissions, tracking and reporting were no longer meeting the requirements of a large-scale organization. EfficiencyOne needed to ensure its infrastructure matched the burgeoning needs of Canadians to more efficiently and quickly deliver services.
To address its business challenges, EfficiencyOne conducted a review to determine how best to move forward. energyOrbit, the market-leading solution for cloud energy efficiency and Demand-Side Management operations, was invited to be included in the review. The goal: to upgrade legacy systems and operations to more effectively and efficiently serve its customers.
energyOrbit was selected as its team demonstrated a strong understanding of EfficiencyOne's unique needs and experience with energy conservation program administration.
EfficiencyOne then partnered with energyOrbit to devise and implement its Customer Information System (CIS) for program administration and customer relationship management (CRM). All programs and customer interactions are housed within one solution to minimize manual elements, while integrating EfficiencyOne's program from rebate application submissions and fulfillment to tracking progress. The resulting reports helped enhance current programs and inform new program opportunities.
EfficiencyOne's Customer Information System has enabled the organization to standardize and streamline program administration activities and improve customer service processes. Including all elements into one solution has meant the organization can realize a higher level of operational efficiency to benefit customers.
Customers now can more quickly and easily submit rebate applications and see quick processing of submissions. EfficiencyOne can now better track and view reports for the whole program. Less time spent on manual implementation has meant more time to devote to how to improve customer services as well as offer new services to meet their growing needs.
Improved operational efficiency has helped EfficiencyOne address regulatory and compliance requirements. Most importantly, improved customer response times and more effective and fewer touch points to access information and status updates have resulted in positive customer feedback and engagement.
energyOrbit is provisioned as a stand-alone product or in conjunction with the full Customer Relationship Management (CRM) suite of products from salesforce.com. CRM elements are available whether an organization decides to adopt energyOrbit as a stand-alone product or in conjunction with a full CRM deployment, including Contact and Account management, Tasks management, email communications automation, reporting and more. A full CRM deployment will typically include customer support management (Cases, w/ or w/o call center capabilities), traditional sales pipeline (Opportunities), marketing automation, and more.