Using Customer Insight to Build an iEnergy Community

Feb 11, 2020

For over a decade, Nexant’s iEnergy software has been a vital tool for managing utility customer programs and has evolved to meet the changing needs of utility customers and the utility industry. “Our customers are what makes iEnergy relevant and best in class software for administering utility programs,” says Nexant’s Senior Director of Product Management, Mukul Kundu, “it’s our customer insights that help shape the software”. To improve ongoing feedback and peer sharing between Nexant’s iEnergy clients, Nexant held their second Nexant User Consortium in May 2019. This exclusive event provides our customers a platform for open communication, sharing, and learning. For example, at the event, one of the attendees mentioned that a microsite would help their business realize the full benefits of iEnergy software. Nexant had a microsite site in development, but what could we learn from this customer about the other needs a microsite could serve? 

Based on customer insights, the iEnergy User Connect website was developed as a one-stop portal for all things iEnergy including demos, release notes, user guides, datasheets, and a forum where users can post questions and receive answers. Nexant and our iEnergy utility clients mutually benefit from sharing enhancements and issues with peer utilities who are actively using our iEnergy software platform. Many times one utility’s request for improvement leads to a beneficial improvement that we make available to all user platforms. This helps achieve our goal of creating a positive and relevant experience for utility users, and the iEnergy product as a whole. Utility client staff have access to information they need and they can easily chat with their utility peers and Nexant iEnergy staff.

The website provides the latest iEnergy User Guides.
The website provides the latest iEnergy User Guides.

 

Nexant provides several opportunities for our iEnergy clients to engage in peer to peer sharing through quarterly User Consortium web-conferences and our annual in-person conference where utilities interact with each other, Nexant product managers, and iEnergy leadership to learn about roadmap enhancements and how others use the software in their own utility. The iEnergy User Connect platform is a convenient way for our iEnergy clients to have 24/7 access to this information and engage with their peers all year round.   

Product demos are available via a private YouTube link.
Product demos are available via a private YouTube link.

 

We also provide white papers, data sheets, and additional resources on iEnergy.

 

The iEnergy User Connect site took about 2 months to build. Mukul Kundu provided the framework of what he envisioned the site to look like and Nexant’s Corporate Marketing team crafted the design and wrote the content to ensure an engaging experience for users. They worked with Director of Customer Success Adam Perry and Mukul to make any necessary adjustments. The site officially launched in July 2019. The iEnergy User Connect website is free to iEnergy users, but does require a login, as it contains the latest in iEnergy news, updates, and information meant exclusively for iEnergy users.

We are thrilled that clients have shared their excitement about the site and how they love the ability to access the product user guides, learn about updates on enhanced functionality, view demos, and chat with their peers on how they use iEnergy for utility program management. Thanks to Mukul, Adam, and the Corporate Marketing Team for making this site possible.