TEPCO Energy Partner leverages CX improvement platform “Sprocket” to improve customer experience

TEPCO Energy Partner leverages CX improvement platform “Sprocket” to improve customer experience ​ Image
URL: Sprocket Co., Ltd. Press release: November 13, 2024 TEPCO Energy Partner leverages CX improvement platform “Sprocket” to improve customer experience Promoting efforts to refine One to One marketing Sprocket Inc. (Headquarters: Shinagawa-ku, Tokyo, Representative Director: Hirotsugu Fukada), which provides a CX improvement platform, is working to improve the customer experience at TEPCO Energy Partner, Inc. (Headquarters: Chuo-ku, Tokyo,
Representative Director: Momoko Nagasaki). We will present examples of our measures.
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Customer experience (CX) needs to be improved due to electricity liberalization The legal reform in 2016 completely liberalized the retail sale of electricity, and many businesses have entered the market. TEPCO Energy Partner, Inc. felt that improving customer experience (CX) was essential in order to regain the market share it had lost due to competition with new entrants and aim to maintain its market share. Therefore, we are working to strengthen customer contact points through digital means and disseminating information through email and LINE using MA (marketing automation). In addition, on the “Kurashi TEPCO web” membership site for policyholders, we publish content such as “Energy Saving BINGO” with the theme of energy saving behavior, where you can learn tips for living in a fun way. On the other hand, push-type distribution had the issue of being able to only deliver information to customers who requested it. Furthermore, with the “Kurashi TEPCO web,” we wanted to realize one-to-one communication by providing the most appropriate information for each visiting user. Consider introducing services necessary to solve problems. We decided to introduce Sprocket, a CX improvement platform, due to its excellent A/B testing function and analysis function that digs deep into customer behavior and reactions. Four CX improvement measures TEPCO Energy Partner, Inc. is currently using Sprocket to “separate messages based on behavior history”, “separate messages based on page information after logging in to the member site”, and “opt-in guidance when registering on the member site or changing registration details”. ” and “Zero-party data collection and utilization for distribution through other channels.” Sorting messages based on action history Moving is a time when customers consider reviewing their contracts. Therefore, we identify users who are likely considering moving based on their behavior history and provide them with appropriate guidance at the optimal time. As a result, we were able to reduce the churn rate by approximately 2%.
https://prcdn.freetls.fastly.net/release_image/32195/163/32195-163-facc2958d3047008a7e2a517bcaca182-1280×720.png Sorting by page information after logging in to the member site We propose optimal services and products based on customer information to customers who are logged in to the “Kurashi TEPCO web.” Specifically, we provide information on great deals and related services tailored to each customer’s contract status, such as providing gas plans to customers who only have electricity contracts. This resulted in an improvement of 0.1% for gas, 8.3% for solar, and 0.1% for EcoCute.
https://prcdn.freetls.fastly.net/release_image/32195/163/32195-163-05f3e4d172991df54e924ccbc4093149-1280×720.png Opt-in guidance when registering on a membership site or changing registration details We have introduced a mechanism to induce opt-in to the e-mail newsletter when registering on the membership site and when changing registration details. As a result of repeated fine adjustments to text and other areas, we achieved an improvement of 9.2%.
https://prcdn.freetls.fastly.net/release_image/32195/163/32195-163-649afedf71cea06ffd6edbc53bbd6f4e-1280×720.png Zero-party data collection and utilization for other channel distribution We are also planning measures to collect zero-party data using Sprocket’s survey function and use that data to help distribute on other channels. The process is to understand the awareness of ancillary services through a survey and guide customers who do not know about ancillary services to an LP (landing page). We are also considering channel coordination measures, such as sending individual emails to customers who have opted in to our email newsletter. Image
URL: https://prcdn.freetls.fastly.net/release_image/32195/163/32195-163-86d59e17c21fe80feaf7511698efd363-1280×720.png *Click here for details on the initiatives of TEPCO Energy Partner, Inc. https://www.sprocket.bz/casestudy/tepco.html Comments from TEPCO Energy Partner Sho Hiramatsu Initially, we started without any know-how or knowledge, but now we are using multiple measures using the LPO tool to quickly identify correct patterns and are producing results. In the future, we would like to improve our CX and further refine our one-to-one marketing so that our customers can use our services over the long term, and communicate with each customer through the optimal channel.
https://prcdn.freetls.fastly.net/release_image/32195/163/32195-163-ca8f2ff6d450442c291c9e56ca5b7048-1000×570.jpg TEPCO Energy Partner Co., Ltd. Customer Sales Department Sales Promotion Group Director Sho Hiramatsu
https://prcdn.freetls.fastly.net/release_image/32195/163/32195-163-a4023146f12ab261f7e66ecd1133f7d7-1679×762.png Sprocket Co., Ltd. Sprocket Co., Ltd. provides commitment services that create results for websites and apps, with the mission of “creating relationships between people and companies that improve each other through technology.” Name: Sprocket Inc. (English company name Sprocket Inc.) Established: April 2014 Address: 6th floor, K.U. Building, 7-24-4 Nishigotanda, Shinagawa-ku, Tokyo 141-0031 Business details: Providing commitment services for creating results through development and operation of the CX improvement platform “Sprocket” and consulting Representative: Koji Fukada ■ About CX improvement platform “Sprocket” Sprocket is a CX improvement platform that realizes one-to-one communication by running a series of PDCA cycles from discovering issues with websites and apps to implementing measures and making improvements. Sprocket collects the actions that customers take on websites in real time as “behavioral data.” By analyzing and utilizing behavioral data, it is possible to understand customer psychology and provide the ideal experience for customers. https://www.sprocket.bz/