Case Study: OVO Energy achieves automated WhatsApp meter readings and doubles agent productivity with Bird (formerly MessageBird)

OVO Energy achieves 2x agent efficiency by automating meter readings

OVO Energy needed a secure, easy-to-use digital channel to support remote agents and give customers a simpler way to submit monthly meter readings. To meet those goals, OVO Energy turned to Bird (formerly MessageBird) and the WhatsApp Business channel, using MessageBird’s Flow Builder and Inbox to create a customer-friendly, automated communications path.

Bird (formerly MessageBird) implemented a WhatsApp-based meter-reading flow with identity verification, photo or text submission, and automatic database updates, plus IVR, QR-code and website deflection to drive adoption. The solution doubled tickets handled per agent per hour, increased marketing opt-ins by 128%, improved CSAT by 44% versus telephony, and delivered NPS above +90% on WhatsApp, with all related Trustpilot reviews rated five stars.

OVO Energy

Daniel Baker

Business Development Manager