Case Study: a UK large utility firm boosts appointment efficiency with ContactEngine

UK Large Utility Firm - Customer Case Study

ContactEngine worked with a large UK utility firm that was facing a challenge in the initial sales stage of its customer journey. The company used Salesforce to manage leads for in-home visits to quote on new heating systems, but a limited number of salespeople were losing approximately one appointment per day. These losses occurred because appointments were not being properly validated, leading to forgotten meetings, changed minds, or incorrect addresses.

The solution implemented by ContactEngine involved automatically drawing data from Salesforce to have automated, empathetic conversations with customers to confirm their appointments. This was done out of hours to maximize response rates. The system also featured a "Backfill" service that automated the complex process of filling any newly vacated slots with other nearby potential customers. ContactEngine ensured the sales team's time was used efficiently, eliminating wasted visits and turbocharging sales and marketing efforts by perfecting the customer journey.