Case Study: Caruna improves customer experience with Frosmo personalization

Caruna’s personalization use cases to improve customer experience

Caruna, Finland’s electricity distributor serving more than 700,000 customers, needed to improve its digital customer experience even though users visit its site only during occasional but critical moments such as storms, power cuts, billing questions, or moving into a new home. Working with Frosmo and dentsu, Caruna focused on using personalization to make these low-frequency interactions more helpful, relevant, and efficient.

Frosmo helped Caruna implement website personalization across three use cases: rule-based, algorithm-based, and location- and API-based personalization using weather and other third-party data. The results were strong: conversion rate increased by 2.13% for rule-based personalization, 5.58% for algorithm-based personalization, and 11.89% on desktop and 20.15% on mobile for location/API-based personalization. Caruna also used content recommendations to guide customers more effectively during storm-related events and found that more personalized experiences led to better engagement and smoother journeys.

Caruna

Aino Salste

Head of Marketing and Digital Customer Experience