Utilities
With an ever expanding population and a finite natural resource supply there are some fairly unique pressures that have a real influence on the wider utilities sector. Combined with statutory obligations, government-led performance targets, environmental pressures for greater energy efficiency and renewable energy sources, rising distribution costs and volatility in the wholesale supply market, today's utilities companies operate in a sector characterised by change.
Consolidation in the manufacturing, distribution and retail supply chain has led to increased competition and a real focus on key areas of customer service, acquisition and retention. Despite the prevalence of on-line price comparison sites, which continues to simplify both the 'buying' decision and switching process, there are an estimated 9.3m households in the UK that have never switched providers.
Alongside continued new customer acquisition activity, our clients have recognised the power that their current customer communications (bill / statements) offer to deliver their retention and growth strategies. Combining intelligent use of data analytics (e.g. lifestyle profiling) and creative content to deliver personalised and targeted messaging with the new generation of business colour and e-output technologies, our clients are looking to us to work with them to change the way they communicate with their existing customers to protect and grow their overall 'lifetime value'.
