Guidehouse Insights New Report - Remove Engagement Strategies to Enroll Customer-Sited DER


The COVID-19-driven energy flow shift toward the residential sector added urgency to the energy industry’s digital transformation. In 2021, stakeholders understand that remote customer engagement (RCE), which inherently relies on virtual interaction and embraces digitization, will likely last well beyond the pandemic. Opportunities for RCE primarily target residential customers and include revamped home energy reports (HERs), remote audits, and thermal mapping. These solutions are matched by developments, such as augmented reality (AR), designed to remotely engage commercial and industrial (C&I) customers. This report explores how emerging digital opportunities are expected to expand following the pandemic and recommends that utilities and their partners position themselves for a virtually engaged customer of the future.

Inherent in true RCE is the absence of workers and electricians present on end-customers’ properties to interconnect complex DER ecosystems to the utility grid. Remote engagement strategies take advantage of those devices already present. Where there is an absence of DER, RCE strategies can catalyze the customer journey and demonstrate the benefits of relevant DER-related solutions from smart thermostats to fleet electrification and automated behind-the-meter (BTM) asset management.

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PLMA Members receive a 10% discount on this report. If you are interested in purchasing and are a PLMA member, contact Brett Feldman at [email protected].