Case Study: TotalEnergies reduces terminations and boosts new contracts with datakili

How is TotalEnergies changing its journeys to retain customers who decide to move

TotalEnergies, a major French electric utility company, sought to improve customer retention by better understanding the journeys of clients who notified the company of a house move. Their challenge was to break down data silos and identify break points in these omnichannel journeys to reduce churn. The company selected the datakili solution to analyze and visualize these customer paths.

Using datakili, TotalEnergies identified that customers who notified them of a move via phone call had a particularly high risk of churning. This insight allowed them to diversify and improve their digital self-care solutions for house moves. As a result, datakili helped TotalEnergies increase new contracts by 15%, avoid over 10,000 terminations per year, and achieve a financial gain of over one million Euros.

TotalEnergies

Benoit Laurent

Head of Performance and Continuous Development