Case Study: E.ON achieves higher customer retention and app-driven self-service with Airship

E.ON Increases Customer Retention Using Airship

E.ON, one of the U.K.’s largest energy providers and a leader in renewable electricity, identified that app users self-serve more often and churn less. To capitalize on this, the company set out to optimize its mobile engagement strategy to boost product adoption and customer retention through more effective in-app communications.

Working with Airship, E.ON used Push Notifications to promote self-service features, Message Center reminders (triggered by custom event tracking) to re-engage users who dropped off mid-task, and A/B testing to refine upsell messaging. The tactics drove a measurable lift: Message Center reminders achieved a 35% read rate and a 23% conversion rate to submit meter readings, increased meter submissions and upsells, and outperformed paid media channels while saving time and cost.

E.ON

Daniel Stevens

Digital Service Manager