Midwestern Investor-Owned Utilities Provider
Enhancing Engagement With Sitecore CDP and Personalize
What if...an electricity provider could transform its data and digital platforms into powerful engagement tools that build trust and credibility through targeted messaging and personalized experiences?
Enhancing Engagement With Sitecore CDP and Personalize
Our client, the largest electric provider in Kansas serving 1.7 million customers, recognized an opportunity for growth by providing targeted, data-driven customer messaging around things like whether a customer had recently experienced a power outage or was enrolled in paperless billing.
It needed a solution that would unify its data and empower a small team of marketers to easily segment customers and deploy personalized experiences across the web, mobile apps, and email without IT support.
Amplifying Data to Enable New Experiences
We implemented Sitecore CDP and Personalize to unify customer data across our client’s systems. This integration empowers advanced segmentation and enables seamless, personalized experiences across all customer touchpoints. Segmentation strategies extend beyond the website to support tailored messaging across additional channels, including email and mobile apps.
Our approach included designing a scalable data model, integrating multiple systems to support data orchestration, and developing an optimization program to scale experimentation and personalization—all of which ultimately enhance the customer experience.
80% Improvement in CSAT Ranking
Results
Sitecore Solution Sparks Positive Customer Response
Sitecore CDP and Personalize transformed the way our client reaches its customers by centralizing essential data. Marketers can launch new messaging and campaigns across web, mobile, and email without IT dependency, thus speeding time to market. With streamlined workflows and increased efficiency, our client is better positioned to deliver targeted content to key audiences, scale content production, and support broader strategic initiatives.
Post-launch, the company saw increased customer engagement, satisfaction, retention, and conversions while reducing corporate operating costs.
