Customer Experience in the Energy Industry
End customers in the focus of digitization
The energy market continues to develop dynamically. In addition, end customers' expectations are rising rapidly. Designing digital solutions for a seamless customer experience with end customers and increasing customer satisfaction are key to sustainable business success.
The New Role of the End Customer in the Digital Energy Market: An Urgent Need to Adapt the Customer Experience
The era in which end customers were merely passive consumers of electricity in the energy market is a thing of the past. Today, they are more mature, more demanding and driven by the desire to play an active role in shaping the energy transition. This development requires energy companies to urgently realign their Customer Experience (CX) to meet changing expectations and enable customers to play an active role in the energy transition. Transparency, convenience, personalized digitalization approaches and a tangible contribution to sustainability are no longer just wishes, but key requirements that must be taken into account in digital solutions for the energy market.
The Cornerstones of the Digital Energy Transition: A Foundation for Customer-Centric Solutions
In order to meet the changing needs of end customers and win them over as active partners in the energy transition, digital solutions in the energy market must be based on the following central pillars:
The essential foundation for trust
In the digital energy market, modern end customers are increasingly demanding transparency about their energy consumption and the origin of the electricity they use. The results of an E.ON survey clearly illustrate this need: 14 percent of respondents do not know their annual electricity consumption and 29 percent cannot identify the largest electricity consumers in their own household. Digital solutions are of crucial importance here, as 75 percent of those surveyed would like to receive up-to-date consumption information via an app and 78 percent are convinced that such solutions will lead to more efficient energy consumption. Energy suppliers are therefore faced with the urgent task of consistently expanding their digital offerings in order to not only increase customer satisfaction, but also to promote acceptance of and commitment to the energy transition.
Convenience and efficiency as a competitive advantage
Digital services must not only be easy and intuitive to use, but also offer intelligent automation functions in order to meet increased customer requirements. Customers expect a seamless customer experience across all touchpoints, from mobile apps to online portals. Instead of having to make time-consuming manual adjustments, they want convenient solutions where systems take over tasks automatically. In the energy sector, this specifically means:
Automatic Counter reading recording: No more manual readings - the system collects the data automatically.
Personalized energy consumption analysis: Customers receive tailored insights into their consumption and practical tips for saving energy.
Automated tariff optimization: The system proactively suggests the optimal tariff to reduce costs and offer the best value for money.
Customized solutions for unique needs
Every household is different and end customers are therefore looking for individual digital solutions that best suit their personal needs and preferences. This applies to both the selection of suitable tariffs and the recommendation of targeted energy efficiency measures. Energy companies that score points here create stronger customer loyalty and position themselves as reliable partners.
A value that connects customers
Every household is different and end customers are therefore looking for individual digital solutions that best suit their personal needs and preferences. This applies to both the selection of suitable tariffs and the recommendation of targeted energy efficiency measures. Energy companies that score points here create stronger customer loyalty and position themselves as reliable partners.
Trust as the basis of every customer relationship
In the age of networked energy supply, the protection of sensitive customer data is a top priority. Energy suppliers and grid operators must therefore urgently invest in robust security measures and transparent data protection guidelines in order to gain and maintain the trust of their customers. Data leaks or a lack of transparency can cause lasting damage to customer trust and jeopardize the acceptance of digital solutions.
Digital Solutions for Optimal End Customer Interaction: The Need for a Holistic Customer Experience
In order to achieve sustainable business success in the dynamic energy and utilities industry, customized digital solutions with a value-added customer experience that focus on interaction with end customers are essential. This applies to all market roles with customer contact - be it suppliers, network operators or other players. The urgency of this adaptation stems from increasing competitive pressure and rising customer expectations for a modern and seamless service experience.
Digital customer portals and apps: the central point of contact for modern energy consumers
These allow customers to access important information such as consumption data, bills and contract details easily and at any time. They also offer personalized tips on saving energy and using renewable energies. The integration of chatbots and virtual assistants ensures fast and efficient customer support, which can reduce service costs by up to 20%, according to a recent study by PwC. Investing in user-friendly and feature-rich digital portals is therefore not only a question of customer satisfaction, but also of profitability.
Smart home integration: the intelligent home as an integral part of the energy transition
Seamlessly connecting customers with smart devices and systems enables the optimization of energy consumption in the home. This includes solutions for controlling heating, lighting and other consumers. Given the rapid growth of the smart home market, which is forecast to reach global sales of over 200 billion US dollars by 2025 (source: Smart Home Market Value & Industry Growth (2025-2032)), and the increasing number of electric vehicles in Germany (over 1 million registered at the beginning of 2024, target: 15 million by 2030 (source: What is the charging infrastructure like in Germany? | NAVIT)), the integration of charging solutions and intelligent charging control is a decisive factor for a future-oriented CX. Energy companies that pick up on these trends early on will secure a competitive advantage.
Dynamic tariffs and non-commodity products: Flexibility and added value as differentiating features
The introduction of flexible tariffs tailored to individual consumption and current market prices, as well as innovative non-Commodity products promote the active participation of customers in the energy market, for example by enabling them to feed self-generated electricity into the grid. These offers not only create added value for customers, but also strengthen their loyalty to the company.
Active customer communication: proactivity and personalization for a strong customer relationship
Transparent and timely communication about planned maintenance work, power outages or tariff changes is essential for a positive customer experience. The use of personalized notifications to inform customers about their energy consumption and potential savings is highly appreciated by customers. According to a study by Epsilon, 80% of customers are more likely to buy from a company that offers personalized experiences. In addition, it is crucial to give customers the opportunity to easily provide feedback and resolve their concerns quickly and easily.
Specific Example: Digital Platform for Feeders - A Step in the Right Direction
The implementation of a digital communication platform by a grid operator that supports end customers in feeding their self-generated electricity into the grid in a simple and uncomplicated way is an example of how digital solutions can increase customer satisfaction and promote the acceptance of renewable energies. The platform offers real-time information, simple registration and transparent billing, which has led to a significant increase in customer satisfaction and greater acceptance of renewable energy.
Your Partner for a Seamless Customer Experience: Act Now to Shape the Future
The digital transformation offers energy and utility companies and network operators a unique opportunity to sustainably strengthen their customer relationships and position themselves as innovative and customer-oriented companies. The urgency to seize these opportunities is immense as customer expectations continue to rise and competition intensifies.
At Arvato Systems, we help you create seamless and personalized interactions with your end customers. Our extensive expertise in the areas of cloud, data management, artificial intelligence and customer experience enables us to develop customized solutions that delight your customers and strengthen your competitiveness. We rely on proven platforms such as SAP CEC, Microsoft Dynamics, SAP Emarsys and our CRM industry template specially developed for the energy industry AEP.EnergySuite, which, among other things, supports holistic customer management.
Don't wait any longer, take the initiative now to take the customer experience in your energy company to a new level and set the course for a successful future in the digital energy world.
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