Cancellation rate: halved in one fell swoop.
This is how added value works.
From energy supplier to customer magnet.
A north-west German energy supplier with annual sales of over 500 million euros was looking for specific measures to significantly reduce churn rates - a problem faced by all players in price-sensitive commodity markets. Mehrwerk developed a data-based value-added solution that quickly achieved sustainable success.
Challenges
- Increasing customer loyalty of an energy supplier
- Reducing the cancellation rate
- Increasing the sales of fixed-term contracts
- Securing the customer base in the basic supply
Strategy
- Introduction of an optional, free-of-charge added-value package for everyday and household security
Measures
- 24/7 emergency assistance for tradesmen with reinsurance (€1,000 per year)
- All-in-one warranty extension for all household and electrical appliances
- Communication via website, OOH, radio, TV, regional online campaigns, inbound & outbound customer service and direct marketing
Success
- over 10% of the addressed customer base activated the product
- cancellation rate halved among customers with activated value-added package compared to the reference group
- over 10,000 successfully processed customer cases with positive customer stories
Conclusion:
Every second customer ready to jump ship is retained.
Customers with an activated value-added package are convinced in the long term: this is demonstrated by the drastically reduced churn rate in this group. This success is directly attributable to the value-added services, which are highly relevant for this customer group.
Do you need a customized energy supplier value-added solution?
Talk to me.
Talk to Sören Timm:
He is Head of Sales at Mehrwerk, and that means as much as Head of ExactlyTheSolutionYouNeed.
All completely non-binding. But immediately solution-oriented.
Making
the difference
