Loyalty driving digital platform for energy and utilities – ENCO

Digital transformation converts energy companies from commodity providers into a convenient lifestyle enablers. 

The world of energy and utilities has changed. Forever.

Over the past two decades, the energy and utilities sector has been experiencing structural changes, the most important of which were related to the unbundling, liberalization and the opening of the market to independent retailers. These changes were initially accompanied by a slow but continuous increase in customer expectations, while the workforce, infrastructure and legacy systems were aging. Recent years, including the present time, have brought an impulse for radical changes, which will be the face of the energy sector over the next decade. 

Global warming, carbon emissions trading, a significant increase in energy prices for businesses and households, year after year more affordable and efficient solar panels and wind farms, moving away from diesels & petrol to electromobility, sharing economy models - each of these phenomena could quite independently disrupt the traditional energy and utilities world.  It happened, however, that in recent years they have all occurred together, forever changing the relationship between the energy company and the consumers. 

Customers drive today’s energy and utilities companies

Today, many energy organizations are making the decision to carry out digital change. This is always a complex process, whose final success is influenced by many factors.  Multidimensional digital transformation, however, is not about replacing old legacy systems with new ones.  This is a much deeper change that passes through the organization, through each of its demarcated silos, not only influencing technology but also business culture. Customer-centricity is thus becoming not only an inherent aspect, but also one of the most important goals of the entire transformation program.  Deep customer understanding drives business growth and opens up completely new revenue streams for energy company, thanks to self-service capabilities and digital products and services offered through e-commerce channel.

The Energy Company digital platform. Driving customer loyalty and value.

ENCO digital platform reflects on of how the increased energy customers’ needs and goals are supported by modern energy provider will shape our everyday life in the nearest future. More importantly, most of these challenges have been addressed using new service based event driven, omnichannel architecture and AI based personalization and recommendation technologies.

matterENCO digital platform features 

The empowerment of personal relationship

Offering energy and energy-related services, The platform enables the establishement and the use of deepened personal relationship with the customers. It uses intelligent predictions and personalized recommendations embedded in the real life of its clients and based on their actual needs. Such empowerment is achived by putting data as the pillar of digital innovation.

Energy-saving and eco-lifestyle addressed

Customer needs related to energy savings and an eco-lifestyle are not a matter of the future. This is a today’s priority. Energy costs in many European countries raised significantly and energy bills are important item in household spendings. Energy companies can take this into account in a rational way, and at the same time turns it into an impulse for energy business development.

Extending revenue streams

Multi-energy-play, additional energy-related products, new value-added digital services, even innovative business models based on bilateral customer relationships like f.e. prosumers, individual settlements, smart home, etc.  We go beyond the meter and a step towards new energy ecosystems.

Enabling e-commerce

Customers want the highest quality of service here and now, in one application from a single energy provider. Capture the peak moments of their journeys and offer specific, well-matched goods. It can be smart devices, power-packs or even e-mobility charging plans . If you make a choice, you will keep customers.

Increasing Customer Lifetime Value and churn prevention

Dynamics of nowadays consumer market may mean that if you don't have the right Next Best Offer ready, you'll lose your client. The remedy is to go beyond the "commodity provider" and attach the customer to value-added services. At the right moment - offer more, at a well-calculated price, and overtake low-cost competitors with a range of services that will never be available to them.

Customers’ loyalty and engagement

Digital relationships should drive loyalty. Appreciating loyalty and raising customers’ engagement are extremely difficult challenges on the mass energy market. Establishing a relationship based on good terms with customers is a common challenge for marketing and sales departments of energy & utilities companies. 

AI-based conversational interface

AI-based conversational interface is more than just "chat-bot". It is a completely new tool of dialogue with customers, which offers previously unknown capabilities - from explaining details of invoices and complex contracts, to completing transactions even (shopping, energy provider swichting etc.). This is not only another tool to support or relieve contact-centers, but an equivalent cost-free contact channel.

Gamification that drives customers' emotions and loyalty

Gamification for both young customers and those who flow with the "Silver Tsunami". Offer them rational competition. This will result in a better understanding of the energy offer, more purchases of additional services and will definitely strengthen long-term customer loyalty also.

Omni-channel approach

Take advantage of the position in which your clients are connected to the grid. This is a unique situation thanks to which you can offer truly omni-channel service. Myriad of orchestrated digital touchpoints, consistent self -service, e-commerce services and single data source can provide consistent and optimized coustomer experience.

Customer Experience Management

Customer Experience Management as “must have” solution to ensure the highest quality of customer experience at every stage and at every point of contact with energy provider and its subcontractors. “X Data” (subjective experience data) + “O Data” (operational data from various legacy system) combined and analyzed together to describe their impact on energy company business indicators. We can measure customer experience at every important moment, get insights and invoke actions and initiatives to improve customer experience. 

The ENCO: New generation of digital solutions for energy and utilities have already arrived. It’s a data-driven, connected & customer-focused.

If you want to know more contact:

Lucia Camarena

Sales Director DACH

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Marcin Sulikowski

Sales Director Poland

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