Eneco strengthens customer interaction with a smart platform
Eneco gas and electricity are products that not everyone pays the same amount of time and attention to. Nevertheless, Eneco has the ambition to be the energy partner for both domestic consumers and businesses. We are involved as experts to help make this ambition real. We are happy to accept this challenge. We are going to expand, improve and personalize their online presence.
Result
25% growth in self- service conversion ratios
Focus
expand online self-service
Client
Eneco
starting point
Personalisation is a concept that appeals partly to the imagination. With large organizations such as Eneco, there are numerous departments that each have their own wishes and requirements. This also includes the field of personalization. To stimulate awareness of personalization, we asked every department to provide small cases. This enabled us to quickly design, test and share the results.
The results were so convincing that all of the involved departments wanted to get started with personalization. By involving all departments we created support for the changes to the website.
In order to implement the best possible personalization, two things were needed:
- a new website
- a clear customer group profile
The website was built in Sitecore. The new structure allowed personalization to be implemented on a large scale. The great advantage of building in Sitecore is that both the content and the profiles are in one system, so that no third party integration is required. To determine the correct profiles and the desired personalizations, we facilitate workshops for Eneco. We can now come up with campaign ideas and organize them more efficiently so that we can see results much faster.
We build a new website on a modern platform
helping Eneco visitors
We have increased customer engagement by helping visitors. For example, visitors who visit the website to submit meter readings are efficiently guided to the the input location. Customers wishing to cancel are referred to a page that offers direct contact with an employee. A personalised conversation makes customer retention easier.
The platform now helps customers and visitors by presenting them with the right content. The e-commerce funnels perform around 10% better. A result that both we and the client can be proud of.
The platform now helps customers and visitors by presenting them with the right content. The e-commerce funnels perform around 10% better. A result that both we and the client can be proud of.
More conversion through extensive personalization, testing and adjustments
Result
10% more conversion
Focus
personalisation based on profiles and behaviour
Client
Eneco
All stakeholders within Eneco embrace personalization. That is the support that is needed to build successful customer journeys.