Problem

The client’s C-PACE program provided a valuable financing tool for commercial energy efficiency and renewable energy projects, but the customer experience was inconsistent and inefficient, leading to friction for both applicants and contractors. Key challenges included:

• Inconsistent customer expectations – Varying levels of knowledge among customers and contractors created confusion.

• Unidentified early-stage issues – Small problems weren’t flagged early, leading to bigger issues later in the process.

• Weak contractor relationships – Contractors were the primary source of projects, yet engagement and process expectations varied.

• Under-leveraged differentiation – C-PACE had advantages over traditional financing, but these were not clearly communicated.

• Cumbersome underwriting – The financial review process was slow and difficult for customers.

• Limited internal knowledge-sharing – Valuable insights were not always captured across teams.

Solution

I led a comprehensive assessment of the C-PACE customer journey, identifying friction points and creating an actionable roadmap for improvement by focusing on clarity, efficiency, and relationships:

• Standardizing Customer Expectations:

• Implement a comprehensive customer onboarding discussion to explain C-PACE, the process, and its benefits upfront.

• Ensure contractors set consistent expectations for customers.

• Early Issue Identification & Risk Management:

• Develop an early warning system to flag customers who needed additional support.

• Create a standardized protocol for handling customer issues, preventing major setbacks later in the process.

• Strengthening Contractor Partnerships:

• Segment contractors into tiers (MVPs, Top Prospects, Farm Team) and designed customized engagement strategies for each.

• Establish quarterly contractor meetings and an advisory group to provide ongoing program feedback.

• Develop training modules (Sales 101, Financing 101) to help contractors better sell C-PACE to customers.

• Communicating C-PACE’s Differentiation:

• Reframe technical underwriting as a free value-added service, rather than a hurdle.

• Create marketing materials that clearly contrasted C-PACE’s advantages against traditional financing.

• Streamlining Underwriting:

• Introduce systematic document sharing and information flow processes to reduce friction.

• Provide clear upfront educational materials on financial requirements to minimize delays.

• Enhancing Internal Knowledge-Sharing:

• Develop a cross-functional case study approach to improve internal learning from customer interactions.

• Ensure customer interactions were logged in Salesforce in a way that generated actionable insights.

Result

• Faster and more transparent application process for customers and contractors.

• Stronger contractor relationships, leading to higher project volume and repeat participation.

• More efficient underwriting, reducing customer frustration and unnecessary delays.

• Clearer marketing and messaging, improving customer confidence in C-PACE.

• Better internal collaboration, ensuring consistent execution across the program.

Takeaway

A great financing program can only succeed if the customer journey is intuitive, efficient, and clearly communicated. By removing friction, strengthening relationships, and emphasizing differentiation, I helped position my client’s C-PACE program for greater adoption, smoother operations, and long-term success.