Being proactive with hard-to-reach customers during renewals
Reaching energy customers can feel like an impossible task. Most dodge emails and throw out any mail that’s not directly related to a bill. They rarely reach out unless they’re already frustrated or confused.
When the team at a large Texas-based electricity provider approached Relay Network, they felt they had exhausted their options for communicating with customers. They needed a mobile engagement automation solution in order to proactively welcome new customers, facilitate renewals and deliver important information as it came up.
In particular, this client saw the biggest issue when it came time for renewals. While some customers re-upped without hassle, the disengaged group wouldn’t respond, despite up to seven separate outreach attempts across email, direct mail and phone.
“Customers are inundated with emails these days,” says a rep from the energy company, and phone calls aren’t much more effective. “If you're receiving a call, you either have to answer it or listen to a voicemail later. Either way, it’s a pain for a lot of customers.” Relay offered a new approach.