Case Study: Illumia improves customer engagement across the lifecycle with magnews

Illumia - Customer Case Study

Illumia, an Italian electricity and gas supplier, wanted to better engage customers across their lifecycle using channels that were not only promotional but also service oriented. Working with magnews, the company aimed to improve loyalty, simplify customer interactions, and increase customer lifetime value through email and SMS marketing.

magnews implemented an automated customer relationship plan that started with SMS notifications when a supply request was taken over, followed by onboarding emails such as welcome messages and profiling surveys, plus invitations to the “Illumia For You” portal. The result was centralized lifecycle communication with new customers, stronger engagement, and excellent campaign performance, including a 55% open rate, 15% survey CTR, and 15,000 SMS messages sent per month.

Illumia

Salvatore Mazzarella

Head of Strategic & Operational Marketing