Case Study: Vattenfall boosts customer loyalty with Wiraya

How Vattenfall uses the surprise and delight element to reward loyal customers

Vattenfall faced the challenge of building and maintaining loyalty among its small business customers in a competitive market. To address this, they partnered with the vendor Wiraya to utilize the Wiraya Loyalty Concept, seeking a way to go beyond standard retention strategies and create meaningful, positive customer experiences.

Wiraya implemented a solution that combined a personalized voice call from a professional actor with a digital gift voucher for ecological coffee, creating a surprise and delight moment for loyal customers. The vendor managed the entire communication flow, from copywriting to platform configuration. This approach achieved significant results for Vattenfall, with a 91% reach rate, a 55% click-through rate, and 14% of vouchers being redeemed, successfully strengthening customer relationships.

Vattenfall

Per Kristensen

Senior Marketing Strategist & PO Small Enterprises Segment