Case Study: Leading Global Energy Service Provider stops customer erosion and boosts retention with Thunderhead ONE Engagement Hub

Leading Energy Service Provider - Customer Case Study

One of Europe’s largest energy suppliers — serving millions of customers and generating billions in revenue — was facing a customer erosion crisis. Product complexity, dozens of touchpoints and internal silos meant operations prioritized the business over the customer, producing irrelevant communications, rising cost-to-serve and a steady loss of customers to aggregators and new entrants.

The company rolled out Thunderhead’s ONE Engagement Hub across its brands to capture intent from six channels and unify insight across existing systems. With real-time journey views they delivered personalized website experiences and FAQ prompts, proactive bill‑shock alerts and richer contact‑centre context, which reduced calls and handling time, encouraged self‑service, lowered churn risk and helped restore customer trust and market share.