How Agentis Drives Platform Adoption
A step-by-step breakdown of how Agentis uses 3 key metrics to maximize the experience of your users.
The most important aspect of any software system is engagement. Do people find the software valuable, do they use it often, would they recommend it to their colleagues? Digital energy portals are no different, and to ensure long-term success you need to actively track and manage platform adoption. Below are key metrics to consider after deploying a digital energy portal.
What metric matters most?
Digital energy portals are large, complex projects that require a lot of resources to deploy correctly. The typical portal launch requires a massive team effort, with time and resources drawn from several stakeholder groups including data integration and IT, marketing teams, corporate communication experts, and third party creative agencies, just to name a few.
From there, you’ll still need to train your staff, including call center reps, key account managers, and implementation contractors or other trade allies. Projects of this scope take months of organization-wide planning and coordination. In short, a digital energy portal is a major long-term investment.
What happens if you go through all of this and 6 months down the road only a few hundred customers have logged on?
Or worse, if most customers view the portal just one time and then never return? Behavioral savings and program uplift rely on customer interaction. Energy efficiency and demand response goals will always fall flat if the end-user doesn't use the portal, and the same goes for CSAT goals like increasing JD Power scores. Good deployments are partnerships, not transactions.
Agentis uses three key metrics to maximize user experience and ensure every deployment is successful.
Avoiding a bad deployment is our major goal, and should be top of mind for the utility as well. As such, Agentis has spent the last decade identifying the best metrics to track and incrementally improve to ensure a successful launch. It comes down to these three main goals:
- Net-new registrations
To understand ongoing trends, the number of new businesses registering for the portal needs to be tracked on a seven-day rolling average. This helps maintain momentum while identifying any stalls in progress. For non-SSO utilities, the average utility adds new account registrations at a 12% growth annualized growth rate, but you should aim higher; top-performing utilities add new accounts at a rate closer to 25%!
- Returning visitors per month
Agentis uses cohort analysis to pinpoint what keeps visitors coming back. Cohort analysis is a segment of behavioral analysis that works by breaking down users into related groups. This enables the Agentis team to experiment and learn more about the factors that drive repeat engagement. Return engagements vary depending on the type of business involved, but even relatively low energy-intensive businesses like office buildings should log-in at least 1.7 times per month. For highly energy-intensive segments like manufacturing, that number should be closer to 3.7 times. On average, 12% of all accounts should become "power-users" who log in 5 or more times a month. Tracking and improving cohort retention is critical to driving DSM, CSAT, and operational efficiency goals
- Time on site, pages viewed, and actions taken
These three elements help Agentis delve deeper into user engagement metrics. Audience level analytics give us a detailed look at what users are doing when they log in, helping Agentis tweak the user experience to drive deeper, more reliable engagement. These metrics are surprisingly consistent across all of our deployments, with the time on site averaging 5:32, pages per session averaging 4.1, and actions taken averaging 1.2.
Metrics aside, Agentis uses carefully crafted pre and post-launch techniques to ensure strong end-user adoption.
After years of experience with digital energy portal deployments, we’ve learned a thing or two. Carefully studied pre-launch techniques are critical to success, and post-launch support keeps the ball rolling.
Before the launch...
- Agentis assigns a dedicated Customer Success Manager to each utility deployment.
- These managers work with our program marketing teams to create a library of DSM programs, behaviors, and products specific to each utility.
- This library is then served up to each customer through our personalized solutions tiles.
- Additionally, Agentis assigns a dedicated marketing professional to each utility to create promotional mailers, emails, landing pages, and more, significantly raising user experience ratings.
After the launch…
- Agentis Customer Success Managers train your staff for you! They work directly with your call center teams, key account managers, and admins to ensure every stakeholder in the organization understands how the platform works and knows how to use it effectively.
- We work closely with Key Account Support during the development of new tools to better understand what our users really want. We frequently conduct focus groups and staff interviews to continuously improve user experience. As soon as we’ve developed new product features, Key Account Support is the first to know.
- Agentis also provides across the board marketing support; from content design and generation to distribution. We work with the best creative agencies in the energy sector. Those with proven track records of creating effective and repeatable marketing campaigns that drive long term platform adoption and sustained growth.
With Agentis, success looks better than ever.
No matter what outcome you care about most, engagement is the most important metric. We review the growth of platform users on a bi-weekly basis. If one approach isn’t working as well as you need it to, we experiment with additional methods until it does. While success is a process, the techniques we use to generate sustained growth and long term adoption really work.
Need proof? A large part of your success depends on users logging into the platform regularly. 51% of Agentis users log in two or more times a month, and about 12% become “power users” logging into the tool multiple times a week! To see for yourself how well it works, reach out to us to chat or schedule a demo.