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Acquisition and Retention in Energy and Utilities
Our unique approach to design efficient sales, acquisition, retention, and churn processes for organizations across the globe.

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Seamless Experiences across the Customer Journey

Accurately mapping the ideal E2E customer journey requires identifying customer needs. In today’s Omni channel settings, customers interact via multiple ways. We help organizations adapt to newer technologies and embed them in every touch point of the customer journey. We pick best practices from our key operating geographies and inculcate technology to present an ideal journey.

Build loyalty and boost sales through personalization
Deep understanding of customer needs and behaviors
Journey and operations model reeingineering
Campaign effectiveness and sales excellence framework
Sales transformation CoE framework
Retention campaign toolkit and telesales, test and learn pilots

The NXT in Utilities Acquisition

We re-design shopping and on boarding touchpoints powered by process, industry, technology, channel partners, and third- party interventions, leading to personalised account management with customers at the core. Our behavioral and econometric modeling delivers:

Empowered customers, making them in control and SMART
Customer data intelligence integrated with unique offers
Right offers to the right segmented customers, in the first attempt
Consistent uniform experience across multiple channels
Personalised account management and proactive engagement
Evolved relationship with third party aggregators

Envisioned shop & join journey


Interest and Engage
  • Easy ways to access across channels and engage
  • Customers to control in deciding product and tariff plan
  • Proactive assistance on best plan saves money
  • Accurate and clear quote

Join and Contract
  • Quick and easy buy
  • Promote digital accounts
  • Accurate data to commence service
  • On time welcome pack and proactive contact
  • Contract pack has all the promised information

Welcome and Maintain
  • Automated onboarding status alerts
  • Automated onboarding status alerts
  • Switch alerts and notifications on the app
  • Service begins seamless and hassle free
  • Welcomed to the community with terms explained again

Consume and Pay
  • Account starts accurately on the planned date
  • Easy to provide first-meter readings
  • Digital interface to manage account through app and web
  • View consumption and bill any time and pay in multiple ways
  • First bill is accurate


Customer & utility supplier perspectives


Utility Supplier BENEFITS
  • Increased conversions and effective digital engagement
  • Customer driving outcomes and reduced failure demand
  • Moving from commodity to brand with brand loyalty
  • Proactive dispute management and lower cost to serve

Customer BENEFITS
  • Easy to deal with and unique innovative choices
  • Simplified journey with “on my own” terms of service
  • Personalised care and promises kept as assured
  • Complete control with no surprises

Transformation quick wins



Utility Sales CoE Framework

Everything you Need to Know

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Sales & Retention Process Excellence For Energy And Utilities
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