Case Study: Vattenfall boosts small business customer engagement with Wiraya welcome calls

How Vattenfall stands out from the crowd with pre-recorded welcome calls to their new small business customers

Vattenfall, a major energy company, sought to improve the customer experience for its new small business clients during the critical first 100 days. Their challenge was to make these customers feel personally seen and appreciated without being intrusive. To accomplish this, they partnered with the vendor Wiraya.

Wiraya implemented a solution using its platform to deliver personalized, pre-recorded welcome calls. This automated flow included a professionally recorded message and an SMS, providing new customers with up-to-date account information. The results for Vattenfall were highly successful, with a 100% reach rate, 88% of customers listening to most of the call, and a 22% click-through rate on the accompanying message, effectively establishing a strong foundation for customer relationships.

Vattenfall

Per Kristensen

Senior Marketing Strategist & PO Small Enterprises Segment