Overhaul of an energy company's customer paths with its B2B customers
Context
Against a backdrop of tougher competition and more aggressive pricing in the energy market following the abandonment of regulated sales tariffs, an energy company is looking to overhaul its customers' main pathways in order to improve customer loyalty.
Objective
Design more proactive B2B customer paths, integrating the latest customer interaction technologies.
VERTONE contribution
Diagnosis of the state of the customer experience for all BtoB customers, definition of areas for improving the customer experience in line with the company's sales objectives and brand policy, definition of a new customer experience design for all components of the customer experience: relational posture, contact channels, sales policy, offers and service, communication, etc., incorporation of the new customer experience into the priority customer paths for commissioning, invoicing, handling customer complaints and contract renegotiations.To find out more, contact our team
