Case Study: Orange and Rockland Utilities achieves increased customer engagement and EV managed-charging enrollment with Uplight

Activating Orange and Rockland Customers Via a Marketplace Hub

Orange and Rockland Utilities (ORU), a New York electric and gas provider serving more than 300,000 customers, wanted to boost customer engagement and satisfaction, lift Net Promoter Score, and advance decarbonization. To do this they partnered with Uplight to make their Marketplace a transactional hub and test new offerings—including demand-response pre-enrollment (DRPE) tied to smart thermostat sales, a Marketplace category for EV service equipment, and participation in the Charge Smart managed‑charging program.

Uplight implemented the Marketplace enhancements, bundled incentives (a $450 instant JuiceBox rebate), seamless pre‑enrollment into managed charging, and ongoing customer feedback via monthly “Insight Emails.” The results show strong engagement: 49% of ORU customers visited the Marketplace and 3% made a purchase, the Marketplace NPS is 71, 99% of EV chargers sold from 2021–2022 included managed‑charging enrollment, and Insight Emails average a 68% open rate versus 40% for promotional emails. Uplight’s platform also supported ORU’s Marketplace expansion into New Jersey and planned offerings for low‑to‑moderate‑income and small business customers.

Orange and Rockland Utilities