Engage All of Your Customers, Regardless of Channel
Modern utilities have embraced online approaches to cost-effectively engage customers to raise awareness, increase satisfaction, and compel action. But a majority of customers are still not digitally engaged and are left behind with an online-only approach. Traditional direct mail to offline customers such as seniors, low to moderate income, and high usage households are costly and typically have low response rates. This leaves utilities with few leads for program offerings.
Direct Mail Assessment is an intelligent, cost-effective, and integrated engagement solution that is proven to generate leads for customer programs and increase customer satisfaction. Direct Mail is highly visual and easy to use, resulting in an industry-leading 23% direct mail response rate. Customers can respond by mail or by going online, creating an opportunity for utilities to draw customers into digital engagement. And, all customer-reported data is securely accessible through Customer Cloud enabling easy re-marketing, segmenting, and targeting.
- Reach digitally disengaged customers: Utilities can reach customers who they don’t interact with online, which accounts for roughly 70% of total customer base.
- Happier customers: Customers who completed the Direct Mail Assessment reported higher satisfaction with their utility.
- Intuitive and simple: Easy and visual user experience, resulting in a 23% response rate.
- Online data accessibility: Access all customer-reported information online using Customer Could.
The response rate from EnergySavvy’s Direct Mail Assessment was much higher than we expected and it drove a significant percentage of our customers to our website. We were able to engage traditionally hard-to-reach customers including seniors and lower income, exactly the types of customers who may benefit most from our energy saving programs.Jim Phillippo,
Minnesota Energy Resources
A 21st Century Customer Engagement Experience
Direct Mail Assessment is “smart” direct mail that is delivered to each customer’s mailbox. Customers can complete the assessment by mail or online with a short URL or QR code. Our Direct Mail can also be distributed at community events or school, reaching customer segments that otherwise may be difficult to reach online.
User Experience that Converts
Average direct mail response rate is 1-2%. Our Direct Mail Assessment averages 23%. The response rate is 10 times higher than average direct mail because it’s custom, high-impact, and promises customers a custom energy report. Intuitive and visual assessment also encourages more customers to complete and respond.
Customer Data Available at Your Fingertips
Every Direct Mail Assessment is barcoded to each customer who receives it. Whether they complete it by mail or access Direct Mail Assessment online, all customer-response data machine-processed and and is available through Customer Cloud. Customer Cloud offers simple-to-use but powerful online reporting and customer segmentation tool which utilities can access 24/7.
Report Delivered to Your Customer’s Doorstep
Every Direct Mail Assessment return is automatically processed, creating a personalized energy report that is mailed back to the customer. The report includes unique recommendations tailored for the house for no-cost, low-cost, and deeper measures along with the appropriate incentives and rebates offered by your utility.