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energy

Increasing market share in a competitive environment

Change & Transformation

About the company

The company in this case study is a leading player in the utilities market. It provides electricity and gas to nearly two million private customers and businesses and employs close to 2000 people.

Industry: Energy

Project duration: 24 months

 

Challenges

As a result of heavy price competition from other, smaller providers in the field, customer churn was too high. The organization’s leadership team consulted Essensys for strategies aimed at increasing customer loyalty and reducing churn.

 

Solution

The introduction of new added-value services to the existing customer base was put forward as the key solution. Essensys Executive Interim Manager Lucy A. initiated the resulting change process using the Agile methodology. The project was carried out step by step through a series of four-week delivery sprints. Thanks to this incremental approach, which relied on close monitoring, Essensys Interim Executive managed to overdeliver on the desired outcomes.

The company created a new set of services and products designed to provide additional added value to existing customers. These innovations included additional insurances for electric appliances, home assistance, heating installation support and boiler maintenance.

In addition, two external telemarketing partners were brought on board to manage both inbound and outbound sales calls. Subsequently, the Essensys Executive Interim Manager implemented a continuous improvement loop, allowing fine tuning and adjusting of products and services based on systematic customer feedback.

 

Results

In a six-month time span, the Essensys Executive Interim Manager was able to deliver on the key challenges, leading to:

  • 30% month-over-month growth in both new contracts and profit margins,
  • significantly reduced customer churn.

Contributions of all client departments were coordinated and internal staff were challenged to strive for ever-improving quality of service and faster delivery times, leading to sustainable value.

Company info

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Essensys is the Belgian market-leader in providing Executive Interim Management to organizations with improvement and transformation needs.

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