Customer AcquisitionThe Competition and Markets Authority’s energy market investigation requires providers to deal with a wide range of reforms. Over 30 measures are aimed at driving down costs and helping customers switch to better deals.
A key part of this is the CMA’s decision to make suppliers give Ofgem customer details of those on default tariffs for 3+ years. This move will see energy companies’ acquisition and retention programmes accelerate significantly.
Current challenges in the industry
The CMAs changes to the domestic energy market will dramatically increase customer contact volumes. We’ll also see significant growth in ‘switching’ activity by energy suppliers and price comparison websites.
Greater choice for customers is of course good news, but it also provides suppliers with the opportunity to design more innovative tariffs and services. The result will be a heightened competitive environment – particularly with the CMA enabling suppliers to sell more complex offers to encourage switching.
How we help energy suppliers
Energy firms will need to perform at the top of their game in this hyper-competitive sales environment to both retain customers and convince switchers.
C-Centric’s distinctive mix of intelligent data sourcing and management skills, coupled with our powerful C-CAM campaign management and monitoring capabilities, makes us an ideal smart data partner. C-CAM’s ability to supply warm leads in real time can play a key role in helping utilities to develop contact rates, engage consumers and improve sales conversions.
C-CAM can also manage and switch data delivery between multiple contact centres so that you can divert data to the highest performing outsourcing teams.
Reconnecting First Utility with its customers
Challenger energy provider First Utility is committed to supporting customers from UK contact centres, and listening carefully to what its customers have to say. However, a customer journey disconnect had resulted in critical sales lines being blocked by support queries.
C-Centric worked with First Utility to initially identify the root cause of the issue. We then carried out a data management discovery exercise to resolve the underlying data disconnect trigger. We’re now helping to find new data sources for the company to generate further inbound traffic for their home energy services.
