Case Study: Leading Multi Utility Company boosts customer engagement and loyalty with Jakala gamification program

Gamification program - Customer Case Study

Jakala worked with a leading Italian multi-utility company in the Energy & Utilities sector to engage domestic customers, increase knowledge of core services, improve satisfaction, and encourage cross-selling. The vendor used a digital experience and consumer engagement approach through a gamification program tied to the company’s loyalty initiative.

Jakala implemented a gamification platform linked to the loyalty program, allowing users to reach different cluster levels based on their contract and unlock dedicated value-based offers. Customers could also set a target reward and complete core and fun missions to achieve it, which increased engagement, improved loyalty and retention, and supported upselling, while making the experience more enjoyable and interactive.