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Brillion Launches Customer Engagement Suite 2.0 to Help Utilities Boost Participation and Modernize Outreach

via Business Wire

Unified platform introduces residential Precision Targeting and enhanced Commercial and Industrial analytics as utilities face rising demand and evolving customer expectations

Brillion today announced the launch of Customer Engagement Suite (CES) 2.0, a unified platform that brings together residential engagement, commercial and industrial analytics, customer education, and program management into a single integrated suite.

The release marks a major milestone following the integration of several acquired solutions into one cohesive platform. Brillion CES 2.0 simplifies operations for utilities and modernizes how they engage customers at scale.

“As utilities increasingly rely on customer engagement to achieve savings, manage demand, and support equity goals, they need a platform that unifies data, analytics, and outreach—not another disconnected tool,” said Bill Phelan, Chief Product Officer at Brillion. “Brillion CES 2.0 represents years of investment in a common data foundation and a shared customer journey so utilities can proactively serve customers across both residential and commercial segments.”

A Changing Landscape for Utility Engagement

Utilities today face rising expectations from customers, regulators, and stakeholders. Traditional engagement methods—such as segmenting residential customers solely by energy use or managing C&I accounts reactively—limit a utility’s ability to drive participation, personalize outreach, and identify customers who need support.

Brillion CES 2.0 addresses these challenges by offering modern targeting capabilities, integrated workflows, and a unified platform experience designed to help utilities:

  • Increase program participation
  • Reduce peak demand
  • Improve equity and access
  • Strengthen relationships with key accounts
  • Lower operational and call center costs

What’s New in Brillion CES 2.0

Precision Targeting for Residential Customers

Brillion's new Precision Targeting engine uses property characteristics such as square footage, building age, heating systems, and HVAC type to identify customer segments based on their likelihood to act—and the types of support they need.

Unlike traditional segmentation, Precision Targeting achieves 93% accuracy in identifying residential home characteristics without requiring in-home audits.

Utilities using Precision Targeting have seen:

  • 5% annual energy savings among hard-to-reach, low-consumption customer groups
  • 20% improved identification of customer segments most likely to benefit from bill explanations
  • Visibility into message coverage and conversion rations to ensure hard to reach customer segments aren’t left out

“Precision Targeting helps utilities avoid common misfires—like sending insulation offers to renters or heat pump campaigns to homes that already upgraded,” added Phelan. “It ensures customers receive relevant, timely, and actionable information.”

Enhanced Commercial & Industrial (C&I) Analytics

Brillion CES 2.0 introduces improved tools for utilities seeking to manage growing commercial demand and strengthen major account relationships.

New capabilities enable utilities to:

  • Detect changes in consumption, demand, generation, and power factor
  • Prioritize outreach using data-driven triggers
  • Provide actionable insights to business customers via a self-service portal
  • Support key account managers with proactive recommendations

Brillion’s C&I analytics are currently used by 40+ utilities across 9,500+ commercial and industrial account locations.

Brillion CES 2.0: A Unified Platform for Residential, C&I, Education, and Program Fulfillment

Brillion CES 2.0 includes:

  • Engage for Residential: Targeted outbound campaigns that spark interest and drive action throughout the customer journey, now featuring Precision Targeting
  • Engage for Commercial & Industrial: Tools to manage commercial demand and strengthen key account relationships. C&I analytics capabilities are part of Engage for C&I.
  • Educate: Digital self-serve tools that show customers their energy savings opportunities in real time, quantify potential returns, and connects them to the most relevant upgrades – creating transparency and partnership.
  • Fulfill: Centralized program management with end-to-end workflow controls, regulatory reporting, and seamless system integration – reducing administrative burden and costs while helping utilities achieve regulatory goals.

Brillion CES 2.0 is available now to electric and gas utilities across North America. For more information, visit brillion.ai.

About Brillion

Brillion provides customer engagement solutions for electric and gas utilities, combining property data, usage analytics, and behavioral insights to help utilities reduce costs, increase program participation, and manage demand. The company serves utilities across North America. For more information, visit brillion.ai.

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