Winning Back Lost Customers With AI


The Customer Recovery use case demonstrates clearly how energy supply companies (utilities) can contact customers after their cancellation in the shortest possible time, using the best possible engagement approach and benefitting from AI-created follow-up offers. 

 

According to the market communication processes for the energy industry regulated by the German Federal Network Agency, a new switching period requirement will take effect in April 2025, where the switching period between two utilities is shortened to 24 hours. It is therefore important to fully capitalize on all possible avenues of customer recovery within just one day. 

speed

increased customer loyalty

smart resource utilization

Challenges  

What are the current challenges?

Since the German energy markets were liberalized, the switching of energy service providers has been one of the most frequent business cases in this industry. At the same time, the 24-hour supplier switch ruling (LFW24; Lieferantenwechsel), which goes into effect in 2025, makes it more difficult for utilities to respond appropriately to cancellations since they must perform all customer recovery activities within 24 hours. 

 

From validating the cancellation received and identifying possible cancellation reasons to devising the right engagement approach with a convincing offer, customer recovery must be fast and intelligent – and at the same time it should be so convincing that it turns, in the best case, customers who canceled into particularly loyal customers. 

Solution  

The solution? BSI Elements

Fast, intelligent, highly personalized, and automated: With BSI Elements for Winning Back Lost Customers, you can, with black-box processing and starting immediately after receiving a cancellation, exhaust all possibilities to change your customer’s mind and win them back within 24 hours. 

Cancellation entry

BSI includes a cancellation trigger, which reaches the system via a service process, CX self-service, e-mail, or existing systems such as Powercloud or SAP. 

Validation and valuation

BSI validates the cancellation using data such as order number and cancellation date. A customer value determination follows, from which the best engagement approach is derived with the help of AI. 

Making contact

Depending on the determined customer value, BSI Elements sends an outbound call order to the service center with detailed information about the engagement. Alternatively, customers can also be contacted by e-mail. If a customer has a poor credit rating, the solution performs the cancellation. 

Successful recovery or cancellation

The entire process is concluded with a follow-up mailing, a satisfaction survey, and other activities. 

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Advantages  

Benefits for all

Speed

Due to the instant, AI-powered BSI Customer Suite response to incoming cancellations, your utility company optimally utilizes the 24-hour switching period to another provider. 

Resource utilization

Since the entire process, except for the personal phone call from the service center, occurs by black-box processing, i.e., it can be run in the background without any additional manual intervention, you noticeably save employee resources while providing a full-service experience. 

Improved customer loyalty

If you are successful in winning back customers, you also improve your retention rate. Why? Because the loyalty of customers who were convinced to stay typically increases significantly. 

Intelligent, industry-specific expertise at the touch of a button

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Portrait of Sebastian Louis, Community Manager Energy & Utilities at BSI Software

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I would be happy to assist you at any time. 


Sebastian Louis 

Community Manager Energy & Utilities


+49 (211) 5455 85 15

sebastian.louis@bsi-software.com

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