Case Study: Stadtwerke München achieves faster outage response and improved customer experience with Talkwalker

How a German Utility Company Improved Customer Experience Using Social Listening

Talkwalker and Radiosphere partnered with a major German municipal utility (Stadtwerke) to apply social listening across operations. The utility faced three main challenges: communicating fast and accurately during city-wide power outages, detecting “weak signals” of customers intending to switch providers in an increasingly competitive market, and delivering qualified, timely social customer service without overloading internal teams.

Using Talkwalker’s alerts and issue-tracking, the utility routed real-time outage posts to the right teams, identified spikes and intent to switch so sales could act quickly, and implemented an outsourced 24/7 social customer service command center. The results: timely crisis communication avoided a PR disaster, 390 of 650 customers (60%) who signaled intent to leave were retained—saving an estimated €185,250—and ongoing social support increased customer trust, loyalty and competitive advantage.

Stadtwerke München