News | 30.08.2022

Smart customer engagement despite unbundling? That's possible!

Innovative customer engagement apps such as Eliq, help energy providers gain a place on their customers' smartphones. This newfound proximity transforms them into competitive energy service providers. But what about competing as a basic utility with a statutory mandate?

In a nutshell: yes, you can retire the static web portal

By using a customer engagement app like Eliq, energy service providers can move towards the future within the framework of current Swiss laws. The whitelabel solution and the implementation supported by us enable them to define the desired functions and thus interact with their customers step by step via app.

The focus is on the transparency required by the legislator

Whether it's easy-to-understand bills, information on the quality of supply, or a list of individual energy consumption - as an energy supplier, you know that the law already requires a great deal of transparency vis-à-vis end customers. 
A well-configured customer engagement app builds on this required information and adds to it as needed. 

Start with practical basic functions and interactive elements

Energy service providers already provide the basic functions mentioned above in their web portals. It's just a pity that they hardly get any attention. The present is mobile and real customer loyalty requires regular interaction. 
Examples for such interactions can be tips on consumption optimization, helpful instructions for the home or practical payment functions. Such supplementary services motivate end customers to use the app and at the same time are not subject to any legal restrictions because they build on the required transparency. The current situation of energy scarcity or "electricity supply gap" also shows that security of supply and the restructuring of energy systems will only work if end customers are involved.

Explicit consent for additions

Energy service providers who want to further exploit the potential of Eliq with personalized upselling or crosselling offers can ask for explicit consent (via opt-in). In this way, more or fewer functions can be activated depending on the customer's wishes - without disregarding unbundling restrictions.