Strong to seamless:
C-PACE program refinement
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.
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 – External contractors were the program pipeline, 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.
My 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:
Implement a comprehensive customer onboarding discussion to explain C-PACE, the process, and its benefits upfront.
Ensure contractors set consistent expectations for customers.
Develop an early warning system to flag customers who needed additional support.
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.
Reframe technical underwriting as a free value-added service, rather than a hurdle.
Introduce systematic document sharing into the underwriting process and information flow processes to reduce friction.
The 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.
Better internal collaboration, ensuring consistent execution across the program.
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.