E.ON

Mobile App

SUMMARY

HIGHER ENGAGEMENT AND LOWER COSTS

Disconnection

With multiple new entrants to the Energy sector and significant restructuring going on, E.ON was feeling the heat. They needed to cut costs to defend themselves from new competition whilst at the same time improve the customer experience so that people felt valued and less open to switch. E.ON needed to reposition itself and represent the future Energy aspirations of a young connected audience.

Connection

Our connected solution was the E.ON mobile app. By tapping into our expertise in research, UX, build, design and tech, we created a platform that put the power of E.ON in every customer’s hand. For the first time, they could manage their account end to end, pay bills or text customer services using their phone.

Not only did customers feel more connected but they were also engaged with a brand that was representing their future energy needs – a sustainable future with an environmental focus. The service that the brand was now presenting involved less call centre contact and therefore greater cost efficiencies for E.ON too.

Growth

We slashed costs-to-serve while improving customer experience:

•       1,033,000 (29.3%) of 3.52m UK customers are now active app users

•       Cost-to-serve savings of £320k to date

•       Over 100,000 meter readings uploaded every month (growing twice as fast as any other submission channel)

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