BRIEF

With multiple new entrants to the energy sector and significant restructuring going on, E.ON was feeling the heat. They needed to cut costs to defend themselves from new competition whilst at the same time improve the customer experience so that people felt valued and less open to switch. E.ON needed to reposition itself and represent the future energy aspirations of a young connected audience.

INSIGHT

We recognised that E.ON needed a series of innovations to occur for their app at pace, and so we used innovative service design principles to allow for rapid prototyping.​ E.ON’s interest in customer acquisition and retention as well as reducing cost to serve focused our strategy work on defining the future of the app in 3 key areas: Customer Service, Smart Meters and Business & Community Solutions. We tackled each area in a 7-day, collaborative sprint, resulting in the creation of 3 prototypes to visualise the ultimate customer experience.​.

THE WORK

Our connected solution was the E.ON mobile app: we created a platform that put the power of E.ON in every customer’s hand. For the first time, they could manage their account end to end, pay bills or text customer services using their phone.

Not only did customers feel more connected but they were also engaged with a brand that was representing their future energy needs – a sustainable future with an environmental focus. The service that the brand was now presenting involved less call centre contact - so greater cost efficiencies for E.ON too.

RESULTS

• +42% - We increased E.ONs NPS score by 42% and doubled their active app user base.
• £3m - Increased App store ratings by 30% with a 553% increase in self-service interactions, resulting in cost to serve savings of £3m per year