Integration update for brokers working with NRG's family of brands

Coming together as one brand means that we’ll be combining the Cirro, Green Mountain Energy (GME), Reliant and Direct Energy Business brands under one brand—NRG.¹ In the regions where we serve business customers, all contracting, customer support, billing and operations will be conducted under the NRG brand.* This also means streamlining operations and taking the best attributes of our retail entities—from products, services and support, to the technology and billing—in order to make working with us easier for you and our customers.

Our residential/home side will retain the individual brands within the NRG family of brands.

If you work with GME/Cirro residential customers, you will continue to sell under that brand—nothing changes. Only the business brands are consolidating under the NRG brand, so only business customers will be impacted by new branding and some new operational processes. On the residential side, the family of brands will remain in place.

We’re going to approach this slowly over time, by brand and by region, to ensure that loyal customers of each brand are carefully transitioned to NRG and the new go-forward systems of record for billing, customer relationship management and online account management.

So far, we’ve transitioned to an NRG sales experience for new and renewal sales in Texas.

You may hear references to the following terms as we come together as one brand.  Here’s what they mean in the scope of this project:

Sales Cutover: Refers to ending sales under a specific brand (i.e. the timeframe when no more pricing will be offered under a particular brand in a particular region). Once we close sales under a brand/region, all future deals will be signed on NRG Business contracts.

Migration: When we transition existing customers to the NRG brand and move them into a new billing system and experience (customer journey, customer portal, customer support, etc.)

“Moving existing customers” is another way of saying “migration.” It’s when we actively move customer accounts from one system to another.  In this case, customers will be moving from the GME/Cirro billing and customer relationship management (CRM) systems to new billing and CRM systems, as well as a new online account management system under the NRG brand.  This will allow customers from each of our family of brands to be served on a single billing system, customer portal and CRM—and under one cohesive NRG brand.  Some customers will experience some changes in how they do business with us when they are moved from their current systems into the new ones and we’ll keep you apprised of what that looks like as more details are available.

We began offering an NRG sales experience for new/renewal sales in Texas in mid-2022. In late 2023, we rolled out matrix sales under the NRG brand and ended matrix pricing under the GME/Cirro brands on Jan. 31, 2024. The following information will help you speak with your loyal GME/Cirro customers about NRG. The broker sheet is for your information only. The branded customer sheets may be given to your GME/Cirro customers as you’re discussing the transition.

• Broker Transition Guide
• GME Customer Transition Guide
• Cirro Customer Transition Guide

Please be sure to share the transition guide with your GME/Cirro customers renewing to NRG.

• GME Customer Transition Guide
• Cirro Customer Transition Guide

If you need website or other client-facing content about coming together under one brand, here is summary content you can use, along with logo downloads:

• NRG logo jpg
• NRG logo png

Reliant Energy, Green Mountain Energy, Cirro Energy and Direct Energy Business are coming together as one brand—NRG*—to better serve your business. By doing so, we’re giving you one best-in-class, cohesive experience that includes the top features and benefits of our family of business retail supply brands.

NRG is part of NRG Energy, Inc., one of the nation’s largest electric and gas retailers, which operates in all 50 states and Canada. All of our energy solutions and services reflect the experience and stability of a Fortune 500 company and the efficiencies of scale created by the combined operations and expertise of our family of brands.

* Direct Energy Business, LLC d/b/a NRG and NRG Business (PUCT Certificate # 10011)

Existing GME/Cirro customers that renew after sales have ceased under the brand or, that are migrated to into the NRG customer experience, will follow the NRG customer journey. This means that they are nurtured from the very beginning of contract execution, all the way until their contract is up for renewal.  This extensive customer-centric journey provides your customers’ sales contacts and accounts payable representatives with a guided path to using our tools and resources for managing their energy/account and focuses on how to simplify doing business with us.

They will also have access to:

• NRG’s powerful online account management (OAM) tool, with enhancements that are reflective of the best features from across the brands, including customer self-registration and QuickPay
• an experienced team of in-house customer care professionals**
• a constant flow of operational and educational communications to simplify doing business with us and managing their energy

Please assure your clients that they will have most of the same product options they have come to expect, along with an enhanced customer experience that will build upon the tools and services they are already receiving as part of GME/Cirro. You can provide the following branded customer sheets to your GME/Cirro customers as you’re discussing the transition to NRG.

• GME Customer Transition Guide
• Cirro Customer Transition Guide

Under one brand, customers will have access to the best attributes from the family of brands. The consistency of how we’ll serve customers, the tools that support our customers and the ease of doing business with us as one cohesive brand will ultimately lead to more satisfied customers who become loyal to the NRG brand and what we offer.

Although there will be some up-front changes for most customers, we are laser-focused on making it easy for them and providing benefits that will be a welcome change, such as access to our powerful online account management tool. The portal allows your customers to pay bills, reconcile invoices, add and delete sites, leverage their own energy dashboard and gain a deeper understanding of their energy usage.

A snapshot of the benefits customers will receive when they move into the NRG customer experience include:

• access to our powerful OAM tool
• an experienced team of in-house customer care professionals**
• a steady flow of communications to keep them informed of their account status and to help them make better energy decisions

Not only will customers benefit from the business support tools and enhanced end-to-end experience we’ll be able to offer under the NRG brand experience, but you will too. We will be streamlining how we work with you, as well by providing one single place to manage your business and your customers. With our online account management tool (OAM), you’ll have:

• full access to each of your customers’ accounts
• the ability to provide customers with an enhanced level of care through real-time data and requests
• pricing capabilities that allow you to generate pricing proposals for new and existing customers

Our online account management (OAM) tool provides customers and brokers with an efficient, intuitive and convenient way to access their billing, payment and energy usage. Just as electricity can be turned on with a switch, managing it can be accomplished in OAM with the push of a button. Customers can pay bills, set up automatic payments for single or multiple business locations, add and delete sites, and gain immediate access to energy usage data, market data and reporting.

As a broker, what can I do with online account management?

With online account management (OAM), you can generate pricing, manage your business customer portfolio, and access your commissions statements all in one place.

With the pricing quote feature, you can:

• price and generate pricing proposals for new and existing customers
• access unlimited custom quotes with real-time pricing on multiple products in seconds
• receive instant daily pricing updates on pending quotes and instant credit evaluation and approval for your customers
• send and receive digital signatures for Letters of Authorization and contracts quickly and easily

Keep a pulse on the customers and deals you’ve signed under NRG through:

• a drop report: allows you to access information on customers who are dropping service with NRG
• a deal confirmation report: allows you to see all booked deals to date and the details of those deals
• a customer list: access your list of customers or group your customers into custom segments
• invoice downloads: receive a file containing your customers’ invoices on a daily/weekly basis

Access your commissions statements for deals signed under NRG and Reliant:

• Reliant deals will be displayed as “payment amounts” or what you got paid for a given cycle.
• You can access your NRG commissions statements in full to download and print them

You can also subscribe to daily matrix pricing and access matrix pricing and contracting resources.

When you want to learn more about the features available to you—or how to access them—our Help Center will connect you to our top features and show you how to use them. When you’re logged in, click the question mark button in the lower right-hand corner of your Dashboard page and select from a list of top features—then let our automated guide walk you through those features.

You can continue to work with the same point(s) of contact you always have at GME/Cirro.  You will begin to see (and may already have) branding changes to their external-facing email address, signature block and affiliation at any events they may be attending.  All branding will be “NRG.”  As our sales teams across the brands come together, you will benefit from the service and expertise our talented and diverse sales team can provide.

If you already have a Direct Energy Business broker contract in place, you will not need to sign a new contract prior to the sales cutover in June because we’ll be operating under that legal entity (d/b/a NRG and NRG Business in ERCOT). If you aren’t currently working with Direct Energy Business, you will need to sign a new contract. Your Account Executive will be reaching out to you directly to provide that document and explain any important differences that you can expect.

Our goal is to keep your commissions structure the same as it currently is for Texas sales made under the NRG brand after the sales cutover in June. Your Account Executive will discuss any exceptions to this directly with you. Please keep in mind that for a period of time, you will be paid using old and new methods: deals signed under GME/Cirro will continue to be paid via the same commissions statements you currently have; deals signed as NRG will be paid via an NRG-branded statement, which will be available through NRG’s online account management portal, OAM.

Feel free to click on the FAQs for any other brand on the main page to access additional information that may pertain to you.  If you’re already working with Reliant, you may be familiar with and have access to online account management for pricing deals and managing your customer accounts. You can expect some enhancements to this tool as we add functionality and features from our other brand portals.

We will keep you apprised at every step. You can expect to receive more details on any new systems and processes for doing business with us closer to the time that sales under GME/Cirro cease in the region(s) where you work with us (i.e. sales cutover).

Coming together as one brand means that we’ll be combining the Cirro, Green Mountain Energy (GME), Reliant and Direct Energy Business brands under one brand—NRG.¹ In the regions where we serve business customers, all contracting, customer support, billing and operations will be conducted under the NRG brand.* This also means streamlining operations and taking the best attributes of our retail entities—from products, services and support, to the technology and billing—in order to make working with us easier for you and our customers.

Our residential/home side will retain the individual brands within the NRG family of brands.

If you work with Reliant residential customers, you will continue to sell under that brand—nothing changes. Only the business brands are consolidating under the NRG brand, so only business customers will be impacted by new branding and some new operational processes. On the residential side, the family of brands will remain in place.

We’re going to approach this slowly over time, by brand and by region, to ensure that loyal customers of each brand are carefully transitioned to NRG and the new go-forward systems of record for billing, customer relationship management and online account management.

So far, we’ve transitioned to an NRG sales experience for new and renewal sales in Texas. Because the current Reliant customer journeys are being used as the prototype for how we serve customers across our family of brands going forward, existing Reliant customers will see very few changes in how they do business with us. They can look forward to enhanced online account management features that come from a combination of technology and features from across our family of brands

When you begin selling NRG, the following information will help you speak with loyal Reliant customers about this sales transition to NRG. The broker sheet is for your information only. The branded customer sheet may be given to your Reliant customers as you’re discussing the transition.

• Broker Transition Guide
• Reliant Customer Transition Guide

You may hear references to the following terms as we come together as one brand.  Here’s what they mean in the scope of this project:

Sales Cutover: Refers to ending sales under a specific brand (i.e. the timeframe when no more pricing will be offered under a particular brand in a particular region). Once we close sales under a brand/region, all future deals will be signed on NRG Business contracts.

Migration: When we transition existing customers to the NRG brand and move them into a new billing system and experience (customer journey, customer portal, customer support, etc.)

We began offering an NRG sales experience for new/renewal sales in Texas in mid-2022 and in late 2023, we rolled out matrix sales under the NRG brand. The following information will help you speak with your loyal Reliant customers about renewing with NRG. The broker sheet is for your information only. The branded customer sheet may be given to your Reliant customers as you’re discussing the transition.

• Broker Transition Guide
• Reliant Customer Transition Guide

Please be sure to share the transition guide with your Reliant customers renewing to NRG.

• Reliant Customer Transition Guide

If you need website or other client-facing content about coming together under one brand, here is summary content you can use, along with logo downloads:

• NRG logo jpg
• NRG logo png

Reliant Energy, Green Mountain Energy, Cirro Energy and Direct Energy Business are coming together as one brand—NRG*—to better serve your business. By doing so, we’re giving you one best-in-class, cohesive experience that includes the top features and benefits of our family of business retail supply brands.

NRG is part of NRG Energy, Inc., one of the nation’s largest electric and gas retailers, which operates in all 50 states and Canada. All of our energy solutions and services reflect the experience and stability of a Fortune 500 company and the efficiencies of scale created by the combined operations and expertise of our family of brands.

* Direct Energy Business, LLC d/b/a NRG and NRG Business (PUCT Certificate # 10011)

From a customer experience perspective, existing Reliant customers will experience very little change, beyond moving to an NRG branded experience and receiving an NRG invoice.

Your customers will continue to access the same tools and resources for managing their energy/account that help simplify doing business with us—with enhanced functionality. Now, new customers will have the option to self-register for online account management.

Customers will continue to receive a constant flow of operational and educational communications throughout the course of their contract term, with support from our experienced team of in-house customer care professionals.**

Please assure your clients that they will have most of the same product options they have come to expect, along with an enhanced customer experience that will build upon the tools and services they are already receiving as part of Reliant. You can provide the following branded customer sheet to your Reliant customers as you’re discussing the transition to NRG.

• Reliant Customer Transition Guide

Under one brand, customers will have access to the best attributes from the family of brands. The consistency of how we’ll serve customers, the tools that support our customers and the ease of doing business with us as one cohesive brand will ultimately lead to more satisfied customers who become loyal to the NRG brand and what we offer.

Coming together as one brand means that we’ll be combining the Cirro, Green Mountain Energy (GME), Reliant and Direct Energy Business brands under one brand—NRG.¹ In the regions where we serve business customers, all contracting, customer support, billing and operations will be conducted under the NRG brand.* This also means streamlining operations and taking the best attributes of our retail entities—from products, services and support, to the technology and billing—in order to make working with us easier for you and our customers.

Our residential/home side will retain the individual brands within the NRG family of brands.

If you work with Direct Energy Business residential customers, you will continue to sell under that brand—nothing changes. Only the business brands are consolidating under the NRG brand, so only business customers will be impacted by new branding and some new operational processes. On the residential side, the family of brands will remain in place.

We’re going to approach this slowly over time, by brand and by region, to ensure that loyal customers of each brand are carefully transitioned to NRG and the new go-forward systems of record for billing, customer relationship management and online account management. Prior to moving existing customers out of the current Direct Energy Business systems (billing, online account management and CRM) and into the go-forward systems and customer journeys under NRG, we’ll stop selling under the Direct Energy Business brand across each region.

So far, we’ve transitioned to an NRG sales experience for new/renewal sales in Texas. We also rebranded Direct Energy Business U.S. natural gas to NRG in August 2023 (please note: this does not impact Canadian natural gas customers).

When you begin selling NRG, the following information will help you speak with loyal Direct Energy Business customers about this sales transition to NRG. The broker sheet is for your information only. The branded customer sheet may be given to your Direct Energy Business customers as you’re discussing the transition.

• Broker Transition Guide
• Direct Energy Business Customer Transition Guide

You may hear references to the following terms as we come together as one brand.  Here’s what they mean in the scope of this project:

Sales Cutover: Refers to ending sales under a specific brand (i.e. the timeframe when no more pricing will be offered under a particular brand in a particular region). Once we close sales under a brand/region, all future deals will be signed on NRG Business contracts.

Migration: When we transition existing customers to the NRG brand and move them into a new billing system and experience (customer journey, customer portal, customer support, etc.)

“Moving existing customers” is another way of saying “migration.”  It’s when we actively move customer accounts from one system to another.  In this case, customers will be moving from the Direct Energy Business billing and customer relationship management (CRM) systems to new billing and CRM systems, as well as a new online account management system under the NRG brand.  This will allow customers from each of our family of brands to be served on a single billing system, customer portal and CRM—and under one cohesive NRG brand.  Some customers will experience some changes in how they do business with us when they are moved from their current systems into the new ones and we’ll keep you apprised of what that looks like as more details are available.

You can continue to price under the Direct Energy Business brand in all regions outside of Texas. In mid-2022 we began offering an NRG sales experience for new/renewal sales in Texas so most customers are being renewed under NRG. If you work with us both in and outside of Texas, you may be following current and new pricing processes for a period of time until we complete all sales cutovers and cease selling under the Direct Energy Business brand in all regions.

Please be sure to share the transition guide with your Direct Energy Business customers renewing to NRG.

• Direct Energy Business Customer Transition Guide

If you need website or other client-facing content about coming together under one brand, here is summary content you can use, along with logo downloads:

• NRG logo jpg
• NRG logo png

Reliant Energy, Green Mountain Energy, Cirro Energy and Direct Energy Business are coming together as one brand—NRG*—to better serve your business. By doing so, we’re giving you one best-in-class, cohesive experience that includes the top features and benefits of our family of business retail supply brands.

NRG is part of NRG Energy, Inc., one of the nation’s largest electric and gas retailers, which operates in all 50 states and Canada. All of our energy solutions and services reflect the experience and stability of a Fortune 500 company and the efficiencies of scale created by the combined operations and expertise of our family of brands.

* Direct Energy Business, LLC d/b/a NRG and NRG Business (PUCT Certificate # 10011)

Existing Direct Energy Business customers that are moved into the NRG customer experience or, that renew after sales have ceased under the brand, will follow the NRG customer journey. This means that they are nurtured from the very beginning of contract execution, all the way until their contract is up for renewal. This extensive customer-centric journey provides your customers’ sales contacts and accounts payable representatives with a guided path to using our tools and resources for managing their energy/account and focuses on how to simplify doing business with us.

They will also have access to:

• NRG’s powerful online account management (OAM) tool, with enhancements that are reflective of the best features from across the brands, including customer self-registration and QuickPay
• an experienced team of in-house customer care professionals**
• a constant flow of operational and educational communications to simplify doing business with us and managing their energy

Please assure your clients that they will have most of the same product options they have come to expect, along with an enhanced customer experience that will build upon the tools and services they are already receiving as part of Direct Energy Business. You can provide the following branded customer sheet to your Direct Energy Business customers as you’re discussing the transition to NRG.

• Direct Energy Business Customer Transition Guide

Under one brand, customers will have access to the best attributes from the family of brands. The consistency of how we’ll serve customers, the tools that support our customers and the ease of doing business with us as one cohesive brand will ultimately lead to more satisfied customers who become loyal to the NRG brand and what we offer.

Although there will be some up-front changes for most customers, we are laser-focused on making it easy for them and providing benefits that will be a welcome change, such as access to our powerful online account management tool. The portal allows your customers to pay bills, reconcile invoices, add and delete sites, leverage their own energy dashboard and gain a deeper understanding of their energy usage.

A snapshot of the benefits customers will receive when they move into the NRG customer experience include:

• access to our powerful OAM tool
• an experienced team of in-house customer care professionals**
• a steady flow of communications to keep them informed of their account status and to help them make better energy decisions

Not only will customers benefit from the business support tools and enhanced end-to-end experience we’ll be able to offer under the NRG brand experience, but you will too. We will be streamlining how we work with you, as well by providing one single place to manage your business and your customers. With our online account management tool (OAM), you’ll have:

• full access to each of your customers’ accounts
• the ability to provide customers with an enhanced level of care through real-time data and requests
• pricing capabilities that allow you to generate pricing proposals for new and existing customers

Our online account management (OAM) tool provides customers and brokers with an efficient, intuitive and convenient way to access their billing, payment and energy usage. Just as electricity can be turned on with a switch, managing it can be accomplished in OAM with the push of a button. Customers can pay bills, set up automatic payments for single or multiple business locations, add and delete sites, and gain immediate access to energy usage data, market data and reporting.

As a broker, what can I do with online account management?

With online account management (OAM), you can generate pricing, manage your business customer portfolio, and access your commissions statements all in one place.

With the pricing quote feature, you can:

• price and generate pricing proposals for new and existing customers
• access unlimited custom quotes with real-time pricing on multiple products in seconds
• receive instant daily pricing updates on pending quotes and instant credit evaluation and approval for your customers
• send and receive digital signatures for Letters of Authorization and contracts quickly and easily

Keep a pulse on the customers and deals you’ve signed under NRG through:

• a drop report: allows you to access information on customers who are dropping service with NRG
• a deal confirmation report: allows you to see all booked deals to date and the details of those deals
• a customer list: access your list of customers or group your customers into custom segments
• invoice downloads: receive a file containing your customers’ invoices on a daily/weekly basis

Access your commissions statements for deals signed under NRG and Reliant:

• Reliant deals will be displayed as “payment amounts” or what you got paid for a given cycle.
• You can access your NRG commissions statements in full to download and print them

You can also subscribe to daily matrix pricing and access matrix pricing and contracting resources.

When you want to learn more about the features available to you—or how to access them—our Help Center will connect you to our top features and show you how to use them. When you’re logged in, click the question mark button in the lower right-hand corner of your Dashboard page and select from a list of top features—then let our automated guide walk you through those features.

You can continue to work with the same point(s) of contact you always have at Direct Energy Business.  You will begin to see (and may already have) branding changes to their external-facing email address, signature block and affiliation at any events they may be attending.  All branding will be “NRG.”  As our sales teams across the brands come together, you will benefit from the service and expertise our talented and diverse sales team can provide.

Because we’ll be operating under the legal entity “Direct Energy Business d/b/a NRG and NRG Business” in ERCOT and since you already have a Direct Energy Business broker agreement, you will simply receive a notice that Direct Energy will be rebranded to NRG.

Our goal is to keep your commissions structure the same as it currently is for Texas sales made under the NRG brand after the sales cutover in June. Your Account Executive will discuss any exceptions to this directly with you. Please keep in mind that for a period of time, you will be paid using old and new methods: deals signed under Direct Energy Business will continue to be paid via the same commissions statements you currently have and can be accessed through DEHQ.  Deals signed under the NRG brand will be paid via an NRG-branded statement, which will be available in NRG’s online account management portal, OAM.

Feel free to click on the FAQs for any other brand on the main page to access additional information that may pertain to you.  If you’re already working with Reliant, you may be familiar with and have access to online account management for pricing deals and managing your customer accounts. You can expect some enhancements to this tool as we add functionality and features from our other brand portals.

We will keep you apprised at every step. You can expect to receive more details on any new systems and processes for doing business with us closer to the time when sales under Direct Energy Business cease in the region(s) where you work with us (i.e. sales cutover).