Sector

Energy

From utility to service

From utility to service

The relationship between energy providers and customers can seem like a simple contract and be taken for granted. However, in liberated markets with pressure to justify tariffs and meet green obligations, energy providers must engage customers proactively to add value to the core energy product. The bonus is a chance to improve retention.

The first priority for energy companies tends to be management of huge infrastructures and systems – not customers. Bills are paid and energy flows – until the bill feels too high or something goes wrong. At these times, if an energy company has no equity with customers, they risk losing them.

Understanding energy as a service is an opportunity for providers to take control of their markets by creating new conversations with customers that add value. Proactive engagement with customers on issues that matter to them, like costs or comfort, builds trust and keeps them committed through thick and thin.