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Success isn’t just about launching great initiatives — it’s about making sure your applicants can actually access and benefit from them. That’s where proactive customer engagement comes in.
At Everblue, we work with partners across the country to drive participation in energy programs. One consistent lesson we’ve learned? Customer follow-through is a necessity and it doesn’t happen on its own.
When Interested Customers Get Stuck
Even highly motivated applicants can hit roadblocks:
- Unclear or incomplete documentation
- Delays in obtaining utility data
- Uncertainty about choosing a qualified contractor
- Navigating multi-step applications for the first time
Left unaddressed, these issues can turn excited customers into lost opportunities.
Be Proactive, Not Reactive
Instead of waiting for customers to troubleshoot alone or give up in frustration, we decided to try something different: direct, personalized outreach to people who had started the process but weren’t able to move forward.
We prioritized:
- Applicants missing documents but showing strong interest
- People waiting on information from utility providers
- Customers who needed help choosing a contractor
- We didn’t just call — we listened, we advocated, and we guided.
One applicant told us:
“Lydia was helpful, friendly, and responded immediately. People like her are absolutely essential in allowing the system to provide the services they wish to provide.”
This kind of connection isn’t just good service — it’s essential infrastructure for program success.
Better Outcomes, Happier Customers
By proactively reaching out:
- Applications moved forward faster
- More assessments were scheduled
- More customers reached the contractor selection stage
- Utilities were easier to coordinate with, thanks to direct partner support
Proactive engagement is more than a customer service strategy — it’s a program design necessity. When we invest in helping people through the application process, we expand access and boost program impact. Proactive outreach increased the rate of applicant progress with 37% of stalled applicants advancing to the next stage in just 3 weeks.
These are real results — and a reminder that timely, human-centered outreach can be the difference between progress and frustration.
Want to learn how proactive engagement can support your clean energy program? Contact Karen White at Karen@goeverblue.com
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