Case Study: British Gas achieves record customer engagement and increased retention with Pegasystems

British Gas - Customer Case Study

British Gas, a major UK energy provider, sought to differentiate itself in a highly regulated market and quickly responded to a 2017 price-cap proposal by launching a new customer rewards program within five months to improve engagement and loyalty.

Using Pega Marketing and the Customer Decision Hub, British Gas delivered a fully digital, personalized rewards experience (emails and microsites) that presents at least three tailored offers per customer each month, driven by customer value and projected ROI and managed dynamically for inventory. The program exceeded enrollment targets, produced the company’s highest-ever email click-through rate on the first push, and drove increases in retention, Net Promoter Score, and customer holdings.

British Gas

Jo Allen

Business Lead, Next-Generation Decisioning