In the utilities sector, clear and proactive customer communication is essential for delivering reliable service and building trust.
From billing statements and outage notifications to usage insights and sustainability initiatives, timely and transparent messaging helps customers stay informed and in control. With increasing expectations for digital and personalised interactions, utility providers must deliver seamless, omnichannel communications that enhance customer experience while ensuring regulatory compliance.
A well-executed communication strategy not only improves engagement and operational efficiency but also strengthens customer relationships in an evolving energy and water landscape.
Poorly designed communications about rate increases were causing surges in enquiries at the call centre driving up cost significantly. Customers were also expressing their dissatisfaction and complaints were flooding in following each communication.
We completed a strategic communication overhaul using our Impact Framework to enhance clarity, reduce friction, and improve engagement. Focusing on rate change communications as a priority.
We ensured the communications were easy to understand and proactively addressed concerns from the customer feedback. Calls to action we enhanced and simplified. Personalised messaging was introduced to guide customers through their options, helping them navigate renewals with confidence including email, SMS, and self-service portals.
We also introduced a feedback loop to monitor customer sentiment and refine messaging in real time, ensuring continuous improvement going forward.
As a result of our approach, the electricity provider saw a measurable increase in customer satisfaction scores, a more seamless and efficient renewal process, and a significant reduction in call center volume.
By prioritising clear, proactive communication and seamless digital interactions, we helped them strengthen customer trust, enhance operational efficiency, and navigate the next pricing change with minimal disruption.
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