Case Study: Energy Providing Company reduces churn with TTEC

Energy Providing Company - Customer Case Study

Energy Providing Company, in this case Momentum Energy, wanted to reduce subscriber churn in Australia’s highly competitive electricity market by shifting from product-centric thinking to a more customer-centric model. TTEC was engaged to help define a customer experience strategy and roadmap for the retail energy services business across residential, SME, and commercial/industrial segments.

TTEC ran stakeholder workshops, mapped customer journeys, and identified moments of truth and more than 20 quick-win opportunities, including improvements to sales order submission and welcome-pack delivery. TTEC also helped define a shared customer experience vision, aligned the organization through training, and built a prioritized roadmap of 31 initiatives spanning process design, data, CRM, culture, and marketing—creating a formal plan to improve customer centricity and reduce future churn.