ABOUT

When moving home, consumers tend to be unaware of the ability to take their energy supplier with them. This was apparent across all energy suppliers and in order to tackle a significant business case and boost customer retention, EDF selected AD to help improve B2C efficiencies.

At the heart of this project was the business goal to realise in excess of £1.2m worth of business benefits through customer retention and we began with an in-depth omni-channel review followed by user mapping and strategic analysis of the Home Move process consumers go through.

Beginning by assessing key user journeys, we centred on implementing more effective measures of attribution marketing, and joined up the dots to ensure consistency across the board. A series of process maps were developed which illustrated average customer journeys and his allowed us to identify potential drop-off points, any key challenges and any opportunities to re-engage with consumers.

Through an immersive approach, our strategy experts spent time with a number of different EDF teams looking at how their area of business and communications fed into the overall Home Move experience. After getting involved in stakeholder workshops, shadowing in the call centres and conducting in-depth interviews, we were able to identify all key touchpoint and develop key user stories to establish the ideal customer experience across all channels.

From here, we consulted across the wire framing and UX stages focusing on how the online experience could be maximised to reduce the demand on call centre resource.

This project has now been handed over to EDF and the success of the project will be realised over the coming months. Following on from this, our place on the EDF digital roster has been extended and we have been selected to complete the EDF Energy 5 year digital roadmap and we’ll be chatting about this soon. Watch this space.

“Well done guys. Seriously impressed with the years of knowledge and information the AD team were able to collect and translate into this project. Internal stakeholders still struggle with this, so it’s some achievement to complete what you have in mere months!"
Senior Propositions and Experience Design Executive Marketing, EDF Energy