The energy sector is competitive. It is a low-participation category that experiences high churn by price-driven consumers.

Truenergy, without the necessary in-house capabilities, required understanding of its digital consumers and counsel for how to increase online sales, improve online sales conversion and minimise customer churn.

Consumer InsightsConsumer InsightsResearch into the digital behaviour of it’s own customers and those of its competitors was conducted. Particular attention was paid to segments inclined to purchase green energy products in order to discover their path to purchase.

Strategic PlanningA digital channel strategy focusing on efficiencies in the cost to acquire and retain customers and the opportunity that increased demand for green energy presented for the organisation was developed. It outlined the digital value proposition for particular customer segments and the most effective communication mix.