UK energy provider improves smart meter connect rates by 30%
A leading UK energy firm increased smart meter adoption by 30%, improved CX, and reduced fraud concerns in a major government rollout initiative.
Overview
A prominent UK energy provider was facing challenges in their smart meter rollout program, a critical government-mandated initiative to modernize the UK's energy infrastructure. The company, serving both residential and commercial customers across England, Scotland, and Wales, needed to accelerate their smart meter adoption rates while improving customer experience and addressing growing concerns about telecommunication fraud and scam calls in the energy sector.
Challenges
- The Smart Outbound (OB) operation lacked recontact methods for customers responding to outbound calls, leading to poor customer experience and concerns about potential scam calls
- To address this, we needed to implement effective recontact methods to ensure customers could easily and securely respond to outbound calls, improving their experience and mitigating concerns about potential scams
How We Made It Happen
Seamless Inbound Return Line
- We introduced an inbound return line, allowing customers to redial and be connected to an Energy Specialist to book an appointment or opt out
Proactive SMS Notifications
- Customers received an SMS after the first call attempt, informing them of the reason for the call and providing recontact methods
Enhanced Customer Experience
- We improved the customer experience by addressing concerns about the legitimacy of outbound calls, mitigating the risk of them being perceived as scams
Outcomes
The partnership delivered measurable financial, operational, and customer engagement results:
5%
of weekly appointment volumes now booked through inbound lines
12%
raw conversion rate for appointments booked
Call and appointment volumes
via inbound channels increased from 5% to 11%
Connect rate improved
from 10% to 13%
