Consulting Client Story

Energized Against Churn

Aligned

the company around a consistent definition of customer centricity

20+

quick-win customer interaction opportunities identified

31

initatives created with an implementation roadmap

An energy provider reduced subscriber turnover by becoming customer-centric.

Competition can be found everywhere, even running through your home’s wires and circuits. The average Australian consumer switches their electricity provider once a year, for example. Momentum Energy was determined to improve this situation and avoid the constant battle for customers. To stave off customer defection and improve the overall experience, it turned away from product centricity to create a shared customer-centric vision and value in its culture and operations.

The company chose us because of our firm’s proven legacy of customer experience strategy excellence, including Don Peppers’ expertise. We were hired to define a customer experience strategy and roadmap for the client’s retail energy services business in three retail segments: residential, small-to-medium enterprises, and commercial and industrial.

The team conducted workshops with key internal and external stakeholders to get an understanding of the current state of customer centricity. We created a journey map to assess all customer interaction points, and identified moments of truth for each segment. It was at this stage that we discovered more than 20 immediate “quick win” opportunities. For example, we recommended the firm reduce staffing costs by enforcing sales orders be submitted through online channels, rather than time-consuming paper orders. And in another example, 25 percent of new customers did not receive their welcome packs in the mail. After discovering the packs were too large for some mailboxes, the firm changed the packaging to improve delivery and the on-boarding experience. This will likely deflect future customer inquiries.

From there, we worked with Momentum Energy to define a consistent customer experience vision and facilitate company wide training workshops to align the organisation. We developed a roadmap with 31 recommended initiatives involving process design, data insights, CRM systems and tools, culture, and marketing. And we helped the client prioritise the implementation roadmap based on forecasted impact, investment required, and time frame. The company now has a formal process and plan for its journey toward customer centricity, and a workforce aligned and eager to implement transformation based on customer-centric principles.

 
Are you ready to Humanify your customer experience?

Contact us

SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
Read press release

CONTACT US

Global Headquarters
9197 South Peoria Street
Englewood, Colorado, U.S.A.
80112-5833

Phone:
For General Inquiries
+1.800.TELETECH
(+1.800.835.3832)

Outside of the U.S. please
dial +1.303.397.8100

For more information about TeleTech services and solutions
dial +1.877.206.8119

Outside of U.S. please
dial +1.480.389.1436

 
CX Innovators, Experts and Entrepreneurs Share Their Stories in The CX Pod
On-Demand Podcast Series Features Conversations on CX Insights, Ideas and Innovations
TeleTech CX Leader to Share Perspectives at CXSF 2017
Jeff Marcoux, CX Innovator and Marketing Professor, Will Outline Five Steps to Delivering Amazing Customer Experiences Using Strategy, Technology, Automation, Analytics and People
NEWS
NEWS