Addressing Customer Experience Gaps

Following last weeks select committee there’s, rightly, been lots of discussion on the affordability of the decarbonisation of our energy system. We need the economic benefits investment in clean energy infrastructure brings, the jobs, the enduring benefit of an energy system fit for economic growth, based on home produced renewables, with less exposure to the global gas markets that drove the last energy crisis. The 6 million households in the UK in fuel poverty also need bills to come down today. Whilst I understand the argument that, when adjusted for inflation energy bills are no higher than they were a decade ago, this doesn’t help the many whose incomes haven’t kept pace with the cost of living. Abandoning, or significantly decelerating, the decarbonisation of our energy system isn’t a rational answer to this question. It would put at risk billions of pounds of investment, hundreds of thousands of jobs, ultimately lead to a higher cost of transition and risk missing out on a generational economic opportunity. We have to make new energy work for people, for businesses & for our society. For me the answer lies in greater focus on the people & communities the energy system is there to serve. Our work with Coventry City Council, utilising Warm Homes Discount Funding to install a battery and simple flex tariff in eligible customers homes, delivers annual savings of £255. Similar work with Northern Powergrid shows this approach can be used to alleviate network congestion too. This work is easily scalable. Remove the blockers to trading customers flexibility in multiple markets simultaneously & the savings potential grows, couple it with rooftop solar or participation in an energy community, it grows further. Our experience training 1300 apprentices shows the potential to create skilled work. Whilst we scale solutions such as this, we should act urgently to support customers. Moving legacy policy costs off bills, into taxation can be progressive, those of us with broader shoulders bearing more of the burden, whilst reducing electricity bills by nearly £150. Addressing marginal pricing, moving gas power stations into a strategic reserve, enabling customers to benefit from cheaper renewables more often, can deliver further savings. Mandating Smart for rental properties will help reduce energy debt whilst enabling these customers to benefit from time of use tariffs. Building on the extension of the warm homes discount, investing in targeted price support, co-funded by industry & government, such as we see in other markets will bring benefits that extend far beyond maintaining support for infrastructure investment. By helping those customers who need it most, generate, store and choose when they use energy; by making long discussed changes to policy, we can reap the benefits infrastructure investment brings and bring bills down, making new clean energy work for everyone.

Energy costs are climbing, and customers are feeling it. The reality is clear: demand is surging, supply is constrained, and wholesale prices are skyrocketing, threatening affordability, reliability and sustainability of electricity for millions of residents and businesses. Without a clear and effective plan to expand electricity generation, areas in Maryland could face serious consequences within the next two to three years, including rolling brownouts and blackouts, sharp increases in energy costs, and a slowdown in economic growth. To keep power affordable, reliable, and secure, we need action now. Energy security means protecting our communities from market volatility and ensuring we have the resources to meet growing demand. Utility owned generation is a proven solution—adding supply under a framework where regulators guide what gets built, where, and when. This approach controls costs, reduces price swings, and ensures new resources come online. More supply means more stability and greater energy independence. We need to align solutions with community priorities and build a modern, resilient grid. Strategic investments in regulated generation, clean energy, and storage strengthen our energy security while protecting customers from market chaos. A diverse, locally controlled energy mix gives Maryland control over its energy future. But none of this happens in isolation. Policymakers, regulators, utilities, and community leaders all have a role. When we align around smart policy, the payoff is real: predictable bills, a stronger grid, enhanced energy security, and support for Maryland's growth. The 2026 legislative session is our moment to act because doing nothing means higher costs, greater risk, and less control over our energy destiny. Let's deliver what customers need: affordability, reliability, energy security, and a clear path forward. I'm proud to work with my colleagues at Exelon, Baltimore Gas and Electric, and Pepco partners across the state to make this happen. Read more in @Maryland Matters: https://lnkd.in/efxdTUhV

𝗡𝗲𝘄 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲𝘀 𝗳𝗼𝗿 𝗨𝘁𝗶𝗹𝗶𝘁𝗶𝗲𝘀: 𝗡𝗮𝘃𝗶𝗴𝗮𝘁𝗶𝗻𝗴 𝗖𝗫 𝗔𝗺𝗶𝗱𝘀𝘁 𝗦𝗲𝗿𝗶𝗼𝘂𝘀 𝗪𝗲𝗮𝘁𝗵𝗲𝗿 𝗮𝗻𝗱 𝗡𝗮𝘁𝘂𝗿𝗮𝗹 𝗗𝗶𝘀𝗮𝘀𝘁𝗲𝗿𝘀 Let’s be honest – utilities don’t regularly get rave reviews from their customers. Utilities are a unique industry category as they are often heavily regulated, and customers have limited choice of provider. But in a highly engaged consumer environment with access to digital channels to share their perspective and experiences, utilities are more and more looking to elevate their customer experience (CX). Customers expect excellent CX on an average day but consider the importance of CX in some of the situations we are now seeing – serious weather conditions like Winter Storm Cora in the Midwest or natural disasters from hurricanes or tornadoes. Utilities services are essential and the ability to help their customers is vital. In these moments, 𝗖𝗫 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗯𝘆 𝘄𝗲𝗹𝗹-𝘁𝗿𝗮𝗶𝗻𝗲𝗱, 𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲𝗮𝗯𝗹𝗲 𝗮𝗴𝗲𝗻𝘁𝘀 𝗮𝗻𝗱 𝗮𝗱𝘃𝗮𝗻𝗰𝗲𝗱 𝘁𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 𝗶𝘀 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹. I recently posted (https://bit.ly/3WN76LH) about the importance of highly trained agents in handling complex issues who are knowledgeable, empathetic and dedicated to helping customers, particularly at their time of greatest need. 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 𝗶𝘀 𝘁𝗵𝗲 𝗼𝘁𝗵𝗲𝗿 𝗵𝗮𝗹𝗳 𝗼𝗳 𝘁𝗵𝗲 𝗲𝗾𝘂𝗮𝘁𝗶𝗼𝗻 to support companies and their customers in the midst of these types of challenges. AI and GenAI are providing capabilities that can provide customers support as quickly and as efficiently possible. For instance, call analytics platforms with built-in AI and machine learning gather insights that improve contact center outcomes and make better business decisions overall. Over time, 𝗖𝗫 𝗱𝗮𝘁𝗮 𝗮𝗻𝗱 𝗮𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀 can play a key role in these moments to: • 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗶𝗻𝗴 𝗮𝘀𝘀𝗼𝗰𝗶𝗮𝘁𝗲 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲. AI-based call analytics paired with natural language processing can provide valuable insights on associates and call-level metrics, helping teams adjust quickly. • 𝗔𝗻𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗮𝘂𝘁𝗼-𝗿𝗲𝘀𝗼𝗹𝘃𝗶𝗻𝗴 𝗶𝘀𝘀𝘂𝗲𝘀. Using analytics to categorize critical situations, workflows can be automated and then routed. As companies navigate current challenges and look beyond to future proof their business, the value of high quality CX engagements for their customers should be a priority. All businesses know there is a lot unknown and unexpected that will occur, preparedness and ensuring the right infrastructure is in place to support one of the important stakeholders – customers – is the best line of defense.

🚨 MODULE 10-YEAR WARRANTY CLAIMS – TIME IS TICKING 🚨 🤔 Are your solar assets underperforming, and you can’t quite pinpoint why? ⚡Are you experiencing multiple inverter trips that are impacting your performance ratio and availability? 📉 Are you struggling with RISO (Earth Leakage) issues and unsure of the next steps? ☀️Are you managing sites with modules in the 240-260 Watt peak power class range? 🎂 Are you operating assets that are nearing 10 years old? If you answered yes to any of these questions, let me share some crucial insights. There’s a predictable sequence of deterioration that may be undermining your assets, posing significant safety risks & ultimately necessitating a revamp or repower of your large-scale solar farm. 📖 The Backstory: Over a decade ago, several well-known module OEMs chose a cheaper, yet inferior, backsheet material for their solar modules. Fast forward a few years, and these backsheets began showing signs of chalking & powdering. This deterioration evolved into cracking along the busbars and cell gaps on the rear of the modules, leading to a host of issues like delamination, busbar corrosion, hotspots & even arcing events - culminating in RISO faults and inverter trips across thousands of solar farms globally. 🔥This isn’t just a cautionary tale; it’s happening now. In the UK alone, hundreds of assets are facing this inevitable failure path. The consequences? Site shutdowns, or costly revamps and repowers to restore safe, efficient operation. While many OEMs are honouring their warranties, they require evidence presented in a specific manner. ☎ But before you jump into your claim, consider this; Simply swapping your modules out is unlikely to be the solution, as that module is no longer manufactured. You need a long-term, holistic plan that aligns with your operational strategy and shareholder expectations. Next Steps: 1️⃣ Get in touch with 2DegreesKelvin, for a no obligation exploratory call and formulate a warranty claim submission plan. 2️⃣ Organise a systematic troubleshooting investigation to pinpoint the issue, disproving inverter, DC connector and DC cable issues. 3️⃣ Once confirmed, gather evidence digitally of defects, module locations and serial numbers to form your warranty claim. 4️⃣ Conduct an Optioneering Study to determine the best course of action for your site. 5️⃣ Develop a comprehensive specification, RfQ and engage a reputable contractor to deliver a detailed engineering package & project solution (for example, 2DK). 📞 If you think your site might have a valid warranty claim or you want to leverage our market-leading expertise in revamping & repowering, let’s talk. 👉 Get in touch with me (John Davies CEng) via DM or reach out to the team at 2DK: info@2degreeskelvin.org. The next big question is, what’s the next manufacturing issue that could cause systemic failures? Let me know your thoughts in the comments ✉️ #makesolarbetter #revamp #repower #warrantyclaim

Fuel poverty is a significant challenge in Great Britain, with over six million households affected and energy debt levels reaching £3.8 billion. A new report issued last week from the Smart DCC highlights the crucial role that smart metering can play in tackling this issue. By providing rich, dynamic, and accurate insights, smart meter data can enable better-targeted interventions, such as energy efficiency schemes and direct financial assistance. The report shares a number of successful examples: ·       The Greater London Authority and others are using smart meter data to pinpoint areas at high risk of financial difficulty, allowing for more accurate targeting of fuel poverty schemes like the Home Upgrade Grant 2. ·       A project by UrbanTide and the Greater South East Net Zero Hub, which combined smart meter data with other datasets, identified over 200,000 potentially eligible properties for upgrades, resulting in an 800% increase in conversion rates for a government-funded grant. ·       A project by Scottish and Southern Electricity Networks demonstrated that data matching improved the identification of vulnerable households, finding that over 50% of those supported had not heard of the Priority Services Register. The report also emphasises the potential for direct intervention through the smart meter system. This includes direct to meter credit, which proved to be a highly effective and efficient way to deliver the Energy Bill Support Scheme (EBSS), and the potential for smart meters to support the design of a social tariff. So what next? The report outlines three steps to take: 1.     Increase the impact of controlled access to smart meter data. 2.     Maximise the use of secure, in-home connectivity to retrieve data like temperature and humidity for better health outcomes. 3.     Explore the role of smart metering capabilities in designing a social tariff. As always, I’ll repeat that collaboration is at the heart of any opportunities to leverage smart metering to support those most in need. I know Lisa Malyon will have plenty to say on the subject. Link to the report here: https://lnkd.in/efpaWkDK #Fuelpoverty #Smartmeters #Energytransition #Dataforgood #Sustainability #Netzero 

Most solar companies are leaving $250k+ on the table. How? One word. “Warranties”. Customer calls. Inverter died. "It's under warranty, right? So this is free?" You take a deep breath. "Well, the inverter is covered. But the install runs about $450." Long pause. "Wait, what? I thought warranty meant FREE." If you've been in solar for more than 6 months, you know this script by heart. Equipment warranties are like buying a car part without paying the mechanic. You get the component for free, but good luck installing it yourself. Manufacturer covers the defective inverter. You still pay $300 to $500 for the guy to climb on your roof. Plus diagnostic time, travel costs, permits if needed. Customers get frustrated. I think you, as an installer should get excited. It’s a business opportunity in disguise. Think about it this way. If someone invests $400k in the stock market, they're paying roughly $33/month in expense ratios to ensure their investment performs as expected. Your customers just dropped $40k on solar. Why wouldn't they pay $10 to $20 per month for actual peace of mind? Not just parts coverage. Full coverage: → Priority service. → Parts AND labor. → Annual cleanings. → Active monitoring. → System health checks. The kind of protection they actually want when they sign up for a "warranty." Offer tiered service plans (Silver, Gold, Platinum) starting at $9.99/month or $199/year. 1,000 customers at $250/year = $250k in predictable recurring revenue. That's more stable than chasing new installs when margins keep shrinking. And it solves the problem your customers are already complaining about. Using a platform like Sunvoy, you can set up, market, and manage these plans without adding headcount. And it’s ‘just a service plan’. It’s an easy way to build a revenue stream that scales with your install base. Microinverters, string inverters, monitoring systems all break eventually. So you can either be the one to ‘break the news’ about a new bill to your customers OR offer them a long-term solution that removes the headache for them and generates some $$$ for you. Service plans are how you build a real solar business in 2026.

Most solar asset owners assume their module and inverter warranties will protect them if equipment underperforms. They won't — not without documentation. Warranty terms from virtually every major module manufacturer require evidence of structured preventive maintenance. Cleaning logs. Thermographic inspection reports. Inverter service records. Grounding test results. If this documentation does not exist when a claim is filed, the manufacturer has grounds to reject it. And they do reject. A single denied warranty claim on a batch of underperforming modules can cost more than five years of professional O&M fees. The cost of the equipment replacement falls entirely on the asset owner — not because the modules were defective, but because the maintenance history could not be produced. The worst part? Most asset owners discover this only when they file the claim. By that point, it is too late to reconstruct the records. You cannot retroactively produce three years of thermography reports that were never conducted. This is the part that gets missed in every O&M cost-cutting exercise. The contract is not just paying for maintenance. It is paying for the documentation trail that keeps your warranties enforceable. Your O&M partner should be producing warranty-grade documentation for every module and inverter on your site — automatically, as part of the standard scope. If they are not, you are carrying a risk that does not show up on any spreadsheet until the day you need it to. Can your current O&M partner produce this documentation on 48 hours' notice? Post 2 of 6 in the series. Next: The Silent Bleed — why a 10 MWp plant is leaving over Rs 60 Lakhs on the table every year. #SolarEnergy #SolarOM #RenewableEnergy #AssetManagement #SolarPV #Warranty #IndiaEnergy #IPP #SunKey

25-Year Warranty Sounds Great... Until You Try to Enforce It. But here’s what they don’t tell you, and why it matters for every solar professional. Proven Facts (With Verified Sources): 1. Lab Testing Is Required, At Your Expense To claim a warranty, you need to ship aged panels to a certified lab, where they’re tested under Standard Test Conditions (STC: 1000 W/m², 25°C, AM 1.5). This can cost $500–$1,000 per panel. Source: Solar Panel Warranties: Product vs. Performance - SolarFY 2. Documentation Burden Manufacturers require extensive documents proving installation quality, ongoing maintenance, and environmental controls. If records are incomplete—or you miss a quarterly inspection—your claim can be rejected. Source: Solar Panel Warranty Problems – SolarMedix 3. Long, Uncertain Approval Process The warranty claim process often takes 6–12 months. Most asset managers simply can’t afford months of lost production. Source: Solar Panel Warranty Problems – SolarMedix 4. Common Rejection Reasons Top rejection reasons include: "Improper installation" (even if certified installers were used) "Inadequate maintenance records" "Environmental damage" (weather, humidity, or soiling) "Cosmetic vs. performance degradation" disputes Sources: Solar Panel Warranty Problems – SolarMedix 5 Key Points For Understanding Solar Panel Warranties – Tongwei 5. Bankruptcy Risk = No Warranty SunPower’s Chapter 11 bankruptcy in August 2024 left thousands of 25-year warranties orphaned. Manufacturers may "guarantee" replacements—but real compensation is uncertain. Source: Solar Power Warranty Expenses – Warranty Week 6. Systemic Industry Stress Warranty claim rates now exceed accrual rates at multiple manufacturers; industry experts warn the current model is financially unsustainable. Source: Solar Power Warranty Expenses – Warranty Week The 25-Year Warranty is a marketing tool, not an enforceable guarantee. For asset managers, prevention > warranty claims: Invest in real-time monitoring (SCADA, AI, thermal drones) Document everything, from installation to maintenance Review insurance-backed performance coverage Build realistic O&M budgets #SolarAssetManagement #SolarOM #RenewableEnergy #SolarWarranties #SolarPerformance #AssetManagement #CleanEnergy #EnergyTransition References: https://lnkd.in/edEx_4Cz https://lnkd.in/ek_NyANf https://lnkd.in/eCGeQMkT https://lnkd.in/ej5Df-Ez Save this post. Share with your network. Start a real conversation about solar warranty realities.