Case Study: Vattenfall improves customer experiences with Adobe Marketing Cloud

Vattenfall boosts onboarding engagement with Adobe, lifting NPS by 16 points

Vattenfall, an energy provider, faced challenges in building stronger customer relationships due to disconnected systems and batch-based communications in a rapidly shifting market. To shift from mass communication to personalized engagement, the company partnered with Adobe, utilizing Adobe Experience Platform, Adobe Real-Time CDP, and Adobe Journey Optimizer to gain a unified customer view.

Adobe's solution enabled Vattenfall to orchestrate timely, personalized customer journeys, transforming onboarding and lifecycle communications. This resulted in a 7x faster time to market, a 16-point increase in Net Promoter Score for the welcome journey, a 5% decrease in customer service calls, and email engagement rates well above industry benchmarks.

Vattenfall