New Age CX Philosophy
Today, customer experience in the utility industry can be fragmented and reactive, often limited to basic bill-related interactions. As the energy landscape evolves with the rise of solar, EVs, batteries, and Time of Use rates, utilities face growing complexities in meaningfully engaging customers. Customers demand more transparency, actionable insights, and personalized guidance to navigate their energy choices.
Bidgely is taking customer experience to the next level, combining GenAI, industry-leading true disaggregation, and multimodal engagement channels. We’re helping utilities make the shift from reactive to proactive, creating tailored interactions that empower customers to take control of their energy journey and become partners in grid stability.
Why Choose Bidgely?
Bidgely’s Customer Engagement solutions are engineered to empower our utility clients to hit their most important key performance indicators across energy efficiency, customer satisfaction, call center support, and load shaping. We fine-tune energy insights and personalized journeys to help utilities and their customers make smarter energy decisions that deliver results.
Value Stream
Results
Customer Satisfaction & Engagement
2+ Quartile Increase in JD Power Score
85% Verified CSAT Ratings
Energy Efficiency Savings
1 TWh Total Energy Saved
127% Achievement of Filed EE Targets
Call Center Support
50% Reduction in High Bill Calls
15% Reduction in CSR Churn
Load Shaping
70%+ Reduction in Peak EV Charging
18% TOU Enrollment Rate
Industry-leading Disaggregation
Our industry-leading disaggregation technology, protected by 16 patents, analyzes meter data to identify appliance-specific energy usage without additional sensors or hardware.
We itemize heating, cooling, lighting, water heating, and other categories with high accuracy.
This advanced AI-driven approach enables utilities to provide personalized insights, such as appliance-specific consumption patterns and efficiency recommendations. By delivering detailed, actionable information, we enhance customer engagement, promote energy efficiency, and support the transition to a sustainable energy future.
As the energy landscape shifts, true disaggregation becomes essential for managing the complexities of solar, EVs, and time-of-use rates. By leveraging disaggregation, utilities can offer proactive, data-driven engagement that improves customer satisfaction and supports utility goals.
Next Best Interaction-Powered Communications
Bidgely’s Next Best Interaction (NBI) engine transforms customer engagement by combining rich 360-degree customer profiles—including appliance usage, weather patterns, engagement history, and demographics—with utility goals. The result? Tailored, actionable recommendations that hit the mark every time.
From personalized energy insights that are precise and unique to each user based on 360-degree profile data to behavioral tips and program enrollments, each interaction is designed to resonate with customers, showing them not just what to do, but why it matters. With NBI, your utility delivers smarter, more meaningful customer experiences that drive engagement and build trust.
Next Best Interaction-Powered Communications
Why choose Bidgely?
The Bidgely AI Advantage
Reach All of Your Customers
Bidgely caters to a wide variety of users, use cases, meter types, and customer types. We serve personalized solutions for residential and SMB users whether they are electric, gas, water, or dual fuel users, and have NSM, AMR, or AMI meters.
Solar
Give a single-screen view to users on generation, usage, and export with Bidgely as the single-source provider of this intelligence.
Budget Billing
The solution and journeys can dynamically adjust based on the user dimensions mentioned above. This ensures smooth transitions for the user and quick configurations and delivery for the utility. For example, this is how the bill summary element will dynamically change between users based on their rate plan. Whether they are on a flat rate, TOU rate, net metering rate, or budget billing rate, our solution seamlessly adapts to all needs.
Support your customer’s transition to the next generation of smart meters.
From traditional Non-Smart Meters (NSM)
Insights at a billing-cycle level.
to Advanced Metering Infrastructure (AMI)
Insights down to the hour level.
Journeys that support the transition from NSM/AMR to AMI.
Auto-detection of EVs and rooftop solar.
to the next generation of Distributed Intelligence (AMI 2.0)
Insights down to the second.
Real-time intelligence at the data source.
Real-time detection of EV / solar activity.
Responsive, real-time coaching and/or alerts.
Engagement That Delivers Results
Omnichannel Approach
Bidgely offers emails, paper reports, web dashboard, widgets, and push notifications as part of its omnichannel approach so you can reach your customers wherever they want to be contacted. Moreover, you can also use our APIs to create something very unique of your own!
Our alerts journey is one of the most advanced, covering a series of scheduled and triggered alerts that include monthly itemized bill, peer comparison, bill projection, budget alert, high bill alert, and other utility goal-specific alerts.
Increased Customer Engagement
- 44% email open rate, vs. an industry benchmark of 28%
- 7% click-through rate, vs. an industry benchmark of 2%
- 0.14% unsubscribe rate, vs. an industry benchmark of 0.8%
Increased Conversions & Program Participation
- 70% increase in enrollment vs baseline for an HVAC upgrade program
- 1.5% marketplace conversion rate
- 65% of new marketplace users come from Bidgely engagement
Increased Customer Satisfaction
Increased Customer Satisfaction
- 89% positive customer feedback
- 2-quartile increase in overall JD Power score
- 45-rank increase in JD Power score for Business customer satisfaction
Reduced Cost to Serve
Reduced Cost to Serve
- 50% reduction in high-bill calls
- 2m 50s reduction in average handling time
- 30%+ reduction in truck rolls
CSR Enablement Is Essential to Customer Engagement
Our customer experience solution empowers call-center representatives (CSRs) as well. By removing the guesswork and empowering CSRs with nuanced data and insights, CSR Console transforms calls into opportunities to build trust and deliver personalized solutions in the shortest amount of time. CSRs will find a breakdown of energy usage at the appliance level, insights on the impacts of rate plan changes and appliance charges, users’ home profiles, and tools like co-browse to see exactly what the customer is seeing. With instant access to interactive data, CSRs can now resolve high-bill calls quickly and turn every call into a moment of clarity and engagement, leaving customers more informed, satisfied, and loyal.
Revolutionizing Utility Engagement With GenAI
Bidgely is transforming utility customer engagement by seamlessly integrating Generative AI (GenAI) into our platform and helping utilities keep up with the movement of the future. Through advanced natural language understanding and real-time data processing, GenAI powers intelligent self-service tools and AI-assisted agents, simplifying complex energy concepts for customers. Whether it’s crafting customized energy-saving tips or guiding users through time-of-use rates and solar calculators, GenAI ensures every interaction is timely, relevant, and meaningful.
With GenAI, utilities can move beyond transactional engagements to foster deeper, data-driven yet highly personalized and intuitive relationships, driving satisfaction, loyalty, and long-term energy efficiency.
See the difference in our interactive demo portal
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Take a smarter approach to delighting your customer and driving better energy efficiency outcomes.
