Impact Study
Eneco is one of the leading energy suppliers in the Netherlands, providing gas and electricity to more than 2 million households, along with services such as boiler maintenance and building insulation.
Challenge
The introduction of smart meters has driven a dramatic increase in detailed customer data. Eneco saw the potential to leverage this data to personalize their customer experience and develop into an ‘energy-as-a-service’ provider. However, they were struggling to develop effective operational models, due to a fragmented data landscape and variable levels of available data per customer.
Solution
We developed a Personal Conversation Engine (PCE) to give energy-related advice to Eneco customers. 14 different advice options were implemented, using a combination of customer interaction data, detailed smart meter energy data, and historical data from relevant households.
Outcome
The PCE has delivered personalized recommendations to 2 million households in an automated way. As well as delivering an enhanced customer experience, this advice translates into energy savings worth €7.4M for Eneco customers. In company terms, the value of the PCE over a five-year period is €7.1M.
Impact stats
€7.4m
Savings for customers
Advice delivered by the PCE provided €7.4M cost savings across the Eneco customer base.
€4m
More effective cross-selling
More effective cross-selling generated a €4m increase in revenues.
€2.8m
Improved customer retention
Delivering an enhanced customer experience led to almost €3M revenue growth from increased loyalty.
