British Gas Home Energy CASE STUDY “WE CAN PRINT INDIVIDUAL INFORMATION AND MARKETING MESSAGES AND THESE ALL ADD TO THE VALUE OF OUR SERVICE TO OUR CUSTOMERS.” Paul Richards, Marketing Manager, British Gas Home Energy PITNEY BOWES BUSINESS INSIGHT PROVIDES BRITISH GAS HOME ENERGY WITH A COMPETITIVE EDGE. Challenge British Gas Home Energy needed a new document composition tool to create clearer and more effective bills and statements, as well as add the right kinds of marketing messages. Solution DOC1 ® software’s easy-to- use PC-based design station with its advanced capabilities and powerful production engine made an ideal fit for British Gas Home Energy. SUMMARY British Gas, part of the Centrica group of companies, provides energy and services to home and business customers throughout Great Britain. The organization operates in England and Wales under the British Gas brand name and as Scottish Gas in Scotland. As well as providing gas and electricity, the company installs and maintains central heating and gas appliances in millions of homes throughout the country. In addition, the organization offers expert, hassle-free services for kitchen appliances, home electrics and plumbing and drains. Against the background of a highly competitive energy market since the residential electricity market opened to competition in 1998, British Gas needed to improve its competitive edge with better customer satisfaction. As a result, the company implemented DOC1 ® document composition software to improve the clarity of customer billing statements and provide information on additional products and services the company had to offer. CHALLENGE Not long after the utilities industry in the United Kingdom was deregulated in 1998, British Gas Home Energy took a poll that uncovered a sobering figure: 27 percent of its 19 million customers said they would consider changing suppliers. So in an attempt to place itself in a more positive competitive position and understand its customers better, British Gas Home Energy undertook a series of surveys that focused on how its customers and those of other utility companies perceive their monthly bills. (The most important means of communication the company has with its customers is the billing process; in fact, 80 percent of those polled said it was the only contact they had with the utility.) The results of these studies highlighted two areas in which British Gas Home Energy was failing to satisfy customers: the presentation and clarity of the statements themselves and a lack of information customers were receiving about products and services the company had to offer. British Gas Home Energy realized that a new document composition tool was needed to create clearer and more effective bills and statements as well as add the right kinds of marketing messages. Plus, the new system had to be able to churn out high volumes of documents in short periods of time. It also needed to be dynamic enough not only to quickly create customized marketing messages on these documents but also make it possible for additional bills and statements to be produced on an ad-hoc basis.
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CASE STUDY British Gas Home Energy - Pitney Bowes · ASIA PACIFIC/AUSTRALIA Level 7, 1 Elizabeth Plaza North Sydney NSW 2060 +61.2.9437.6255 [email protected][email protected]
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Transcript
British Gas Home EnergyCASE S TUDY
“WE CAN PRINT INDIVIDUAL INFORMATION AND MARKETING
MESSAGES AND THESE ALL ADD TO THE VALUE OF OUR
SERVICE TO OUR CUSTOMERS.”
Paul Richards, Marketing Manager, British Gas Home Energy