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Copyright 2016-2019 © Stalwart Consulting, LLC.

23501 Cinco Ranch Blvd.

STE H120 #124

Katy, Texas 77494

admin@stalwartmc.com

(832)598-7181

‚Äčcase study #1

enhancing customer experience & product offerings

Leading national natural gas & electricity provider, Texas

BACKGROUND

  • Natural gas and electric transmission utility with footprint across the US

  • Core business selling and delivering natural gas to millions of customers

  • Responsible for maintaining infrastructure to deliver electricity to millions of customers in competitive electric markets

  • Trusted advisor with customers on making energy decisions in the home

CHALLENGE

  • Unclear on how additional products and services might align with the core strategy and vision

  • The organization did not have a clear approach to leveraging its existing infrastructure, technology and data to deepen relationships with customers

  • Existing gaps in systems and capabilities created challenges for rolling out new initiatives. 

SOLUTION

  • Produced a product roadmap along the existing, adjacent, and disruptive framework

  • Optimized the customer experiences by identifying communication preferences and decreasing service delivery windows

  • Developed and implemented an online platform with e-commerce functionality offering customers the opportunity to browse and purchase additional amenities and products

  • Implemented a CRM to better manage customer data, preferences, and purchases

  • Successfully partnered with client to adopt a retail-like culture and approach to diversify earnings

case study #2

Customer retention & lifetime value

Retail & commercial energy provider, Texas

BACKGROUND

  • Competitive natural gas and electricity provider with national footprint, serving millions of customers

  • Competitive natural gas and electricity provider with national footprint, serving millions of customers

  • Managed both residential and small commercial accounts on a contract basis

CHALLENGE

  • Acquired many customers in a short period of time; the customers were not familiar with the core brand and were extremely sensitive to price

  • Experienced high attrition rates due to inability to efficiently communicate, connect and share with customers during critical times such as contract expirations

  • Faced with extensive regulatory rules and obligations which varied across their footprints by state and sometime even by municipality

  • Limited ability to manage multiple plan price points and variability which also created a challenge in offering next best offer to retain customer

SOLUTION

  • Conducted a segmentation exercise to cluster customers by key characteristics including tenure, lifetime value, renewal timeframe, and product history

  • Developed an automated process to allow the renewal system to process customer segments, available products and produce next best offer via call center agent interactions and required renewal notifications

  • Re-designed and updated correspondence to highlight the brand, include key regulatory components and automatically fill in eligible offers.

  • Enhanced online renewal web component, customers could more easily manage their own renewals and compare offers.

case study #3

evaluating outage management solutions

Natural gas and electricity provider, Texas

Background

  • Natural gas and electric transmission utility with footprint across the US

  • Core business selling and delivering natural gas to millions of customers

  • Responsible for maintaining infrastructure to deliver electricity to millions of customers in competitive electric markets

  • Trusted advisor with customers on making energy decisions in the home

Challenge

  • Customers experienced extended outages that cause financial losses and declining relationships and trust with their customers and partners

  • There are many new innovative companies such as Amazon who are happy to brainstorm solutions with these customers, thus gaining more share of mind and wallet

Solution

  • Explored partnerships with technology and innovative partners to roll out IOT-based solutions that provide digital signals to electric provider so that they could diagnose and triage outages

  • Facilitated conversations with customers who might potentially leverage such technology, such as large grocery stores with distribution centers, data centers, etc.

  • Facilitated full-day exploration workshop with partner in Silicon Valley area to play out different scenarios to predict outages and provide notification solutions.  These included leveraging AI, system integration into existing CRM and CIS, and physical devices on manufacturing and storage machinery