 The opening of energy markets to households in July 2007, following similar deregulation for companies, has radically disrupted the former competitive balance. New business models are on the rise while major, international energy providers merge.
For traditional energy provider, such changes mean that they must come to better understand their customers and learn to keep their best customers through churn reduction measures. New entrants must develop hone their tactics and attempt to increase their market share.
Our job covers all aspects of customer value optimization:
- Reinforce the customer relationship through strategy, loyalty development and relationship marketing tools.
- Design and implement the customer acquisition plan by collecting information and analysing external databases.
- Cost reduction: customer acquisition and communications. Achieved by optimizing the use of multiple communication channels.
- Optimize Customer Service efficiency (done primarily through sales based segmentation) and develop multi-channel points of contact.
- Long distance relationship optimization: the internet and call centres are increasingly gaining in strategic importance for growth and customer development. Insuring contact quality and efficiency when handling customer demands, is a key facture to customer satisfaction.
- Process automation (product offers, contracts, billing, etc.).
- Strategic development of innovative product offers and services.
Selected Examples
- EDF:
Through the IT subsidiary and across 8 regions, we implemented a new version of the Workflow management system (between supply and retail).
- Gaz de France:
Qualified and segmented 10 million households.
- A leading energy provider:
Developed framework and general design of customer database in support of cross-sales development.
- A cable company:
Developed and implemented prospective customer database. Manage prospecting operations.
- A French oil firm:
› Developed test scenarios for the users of a gas-tank management system.
› Designed and built sales tools for lubricants.
Main References
Arkema, EDF, Elf Atochem, Gaz de France, Lyonnaise des Eaux, Sedif, Shell Lubrifiants, Onyx, Total, Veolia.
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