Time is ticking. ⏰ In an incredibly volatile market, one wrong move, or the lack of a movement thereof, might cost you your whole business.
In the midst of the escalating Australian energy crisis and unprecedented price hikes, energy retailers are teetering on the edge with keeping their customers. With a staggering 20-30% surge in energy prices, consumers are hit with a financial strain which may shift their conditions and their priorities in staying with a provider.
Customers today are encouraged to shift providers every 12 months to ensure that they get the best deal out of their energy plans- in price and in value. 23% of customers are frequently investigating switching providers, signalling a potential impending exodus for businesses should they remain status quo. Today’s customers demand more, and trust less.
Retailers must accept that failure to swiftly improve and adopt the Next-Gen Customer Experience risks losing their clients to merciless competitors. Inefficient processes result in additional costs, more churn from customers, then raising the market price and in turn, less adoption, and it only gets worse as long as you remain stagnant. The time for innovation, reinvention, and customer fortification is now. This involves balancing quality service delivery, streamlined backend activities, while ensuring sustainability efforts to remain top-of-mind for customers.
Let’s dive into some of the key challenges and what the current landscape should look like:
Due to the complexity of navigating legacy systems and relying on manual processes, billing may be delayed or contain errors. Customers expect accurate billing, which relies on correct data across systems and operators.
Customers want timely assistance, particularly for urgent concerns. The lack of usage visibility and response management increases distrust, leading customers to consider other providers.
Customers who feel they are not receiving value for their money are more likely to switch providers, whether due to finding better deals elsewhere or experiencing poor service.
By implementing these changes, energy and utilities companies can enhance their customer experience, minimise costs, and meet the needs of the modern customer effectively.
ProQuest Consulting has been a leading Salesforce Consulting Partner servicing the energy & utilities sector since 2016.
Some of the benefits our clients have achieved by working with us include:
With a presence in both NSW and Victoria, we collaborate with clients to bring their business vision to life through Salesforce solutions. Whether you are using a legacy system or already have a Salesforce system, we aim to empower you to reach your current business goals. Message us for a quick consultation on your current system.