Case Study: Vattenfall achieves 1.12% lower churn and 888% ROAS with Relay42

How Vattenfall Retained Customers and Gained an 888% Roas

Vattenfall, a leading European energy provider, faced the challenge of customer retention as clients often switched suppliers after their fixed-rate contracts ended. Their goal was to use digital transformation to reduce churn in a way that was fully compliant with strict European privacy regulations like GDPR. They partnered with Relay42 to leverage its Customer Data Platform (CDP) for this initiative.

Using the Relay42 CDP, Vattenfall implemented a solution that used anonymized, hashed email addresses to identify and target soon-to-expire customers on Facebook and Instagram with personalized banners. This approach ensured GDPR compliance while enabling relevant, early communication. The campaign resulted in a statistically significant 1.12% reduction in churn rate and an 888% return on advertising spend (ROAS), far exceeding their initial goals and proving the value of their digital strategy.

Vattenfall

Laure van Ravensberg

Digital Marketer