Case Study: Innogy reduces contact center calls by 13% and boosts energy-product conversions with NGDATA

How Innogy Reduced Contact Center Calls by 13%

Innogy, Germany’s leading energy company, faced high contact-center costs and inconsistent commercial conversations because customer and house data lived in silos. Contact-center agents lacked a 360° view, next-best-offer logic was not unified across channels, and many customers phoned with invoice questions — a time- and cost-intensive problem. To become more customer-focused and proactive, Innogy engaged NGDATA and its NGDATA IEP to unify data and enable predictive, personalized outreach.

NGDATA implemented the NGDATA IEP to create a real-time Customer DNA from CRM, billing, usage and interaction data (via an Innogy data lake), built a predictive model to flag customers likely to call about invoices, and delivered personalized videos and multi-channel next-best-offer actions used by agents for 1.6 million active clients. The work drove measurable impact: a 70% increase in conversion on energy-related product conversations, a 49% reduction in calls among customers who viewed the personalized video, an overall 13% call reduction, and a 56% lift in predicting callers, while improving agent effectiveness and upsell performance.

Innogy