Case Study: Mercury NZ Limited achieves 5% brand value gain, 10% lower churn and 19% lower call-center volume with Oracle

How Mercury Energy Accomplished the Impossible: Increased Brand Value and Reduced Customer Churn All While Cutting Customer Service Costs

Mercury Energy, one of New Zealand’s largest energy retailers, faced a shrinking residential market, aggressive price competition and churn over 20%, putting margins under pressure while customer expectations for seamless, digital experiences rose. To stop the race to the bottom it made customer engagement a strategic priority and sought a partner to help it stand out and cut service costs.

Working with Opower, Mercury launched the Good Energy Monitor for all 300,000 residential customers—combining high-bill and weekly usage alerts, a self-service portal with peer comparisons and rate tools, and personalized Home Energy Reports. The program boosted website traffic 51%, increased brand value 5% and overall satisfaction 3%, cut call-center volume 19%, reduced churn by 10% among highly engaged customers, and is on track to save about NZD 2 million annually.

Mercury NZ Limited

James Munro

General Manager