Usecase: full data ownership
Personal Profile
Certain customer actions within the online channels of Eneco are an indicator for churn or inbound calls towards the call center. To tackle this, Eneco Belgium was searching for real-time solutions to actively avoid churn and calls by offering customers a personalized experience on their online channels.
What we did
CHALLENGE
Certain customer actions within the online channels of Eneco are an indicator for churn or inbound calls towards the call center. To tackle this, Eneco Belgium was searching for real-time solutions to actively avoid churn and calls by offering customers a personalized experience on their online channels.
SOLUTION
Investdata’s end-to-end service track led to the implementation of a behavioral tracker in Eneco’s client environment on its website. Fully integrated into Eneco’s tech stack, next best actions are triggered towards the client with personalized messages.
ADDED VALUE TO EXISTING TOOLING OF THE CLIENT
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Filling in the blind spots in user behavior (centralized profiling)
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Integration with existing tooling (connectors & data distribution)
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Consolidation of existing IT architecture (leveraging all functionalities)
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Ownership of raw behavioral data (full analysis capacity, no sampling)
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Distribution of user data within the whole organization (connectors)
RESULT
Triggering the right message at the right time to the right person actively contributed to the KPIs of the project. The tuning of the personalization software helps to reduce operational costs (calls to call center) and supports retention by presenting the right messages to the right amount of customers (churn).
OVERALL
From facilitating a strategic roadmap to prioritizing use cases to the hands-on rollout of pilots, Investdata's step-by-step approach has helped us turn ideas into results. The insights we gathered and the ownership of user data we acquired ensured total (internal) circulation and synchronization of data. This maturity ensures a growing buy-in in the organization. With new ideas and use cases as a result.
“Since we show – in real time- personalized messages to our customers, we anticipate significantly on call-center costs & churn”
