In today's rapidly evolving energy landscape, utilities face the challenge of meeting decarbonization targets while managing increasing demand. Time-of-use (TOU) and time-varying rates (TVR) have emerged as powerful tools to shift energy load and support grid stability—- but, despite 63% of U.S. customers having a TOU rate plan available to them, only 7.3% are enrolled. (Utility Dive, 2022), highlighting a critical disconnect between availability and adoption. The barriers to rate program adoption are multifaceted: complex billing structures, consumer confusion, and declining customer interest in TOU rates, according to Uplight's 2024 Voice of the Customer Report. For utilities, the challenge extends beyond simply offering rate options to effectively engaging customers and driving meaningful participation.
Uplight's Rates Engagement solution was designed through extensive user research to address these challenges head-on by creating a personalized, connected customer journey that transforms how customers interact with rate programs. The solution effectively:
What sets Uplight's solution apart is its focus on personalization and user experience combined with technical precision. Through partnership with GridX, the leading rate engine in the market, Uplight offers penny-level bill comparison accuracy, providing straightforward comparison between current plans and recommended alternatives. These clear monthly cost estimates empower customers to make confident decisions, while building essential trust between utilities and their customers.
Additionally, Uplight's integrated approach bridges behavioral and device-enabled load flexibility programs, creating a seamless transition from education to enrollment, coaching, and ultimately to rate-optimized device orchestration—combining human behavior change with smart technology to maximize impact.
Utilities implementing Uplight's solution have seen impactful results including a:
A recent partnership with Puget Sound Energy (PSE) demonstrates these benefits in action, with PSE achieving 147% of their enrollment target using Uplight's proactive rate education reports and interactive Rate Advisor tool. Follow-up coaching emails helped establish lasting load-shifting habits, with 94% of participants reporting reduced energy usage during peak times.
As a web-based cloud solution accessible across modern browsers with mobile responsiveness, Uplight's Rate Advisor tool meets customers wherever they are, while email-based coaching provides ongoing support without requiring additional logins. The solution is powered by Uplight's comprehensive customer data platform incorporating over 300 data points per customer, enabling highly personalized recommendations that resonate with individuals. Recognizing that technology alone isn't enough, Uplight provides comprehensive training programs to ensure utility employees can effectively support energy customers throughout their rate journey, with user guides, live sessions, and ongoing account management.
By addressing the fundamental challenges of rate program adoption—awareness, understanding, and behavior change—Uplight's Rates Engagement solution is helping utilities transform how customers interact with energy programs. The result is increased participation in demand management initiatives, reliable load shift, and accelerated progress toward decarbonization goals—all while empowering customers to take control of their energy usage and costs. In a rapidly evolving energy landscape, Uplight's innovative approach to rate engagement represents a critical tool for utilities seeking to activate customers to be a part of the energy transition.
