How to touch electricity and gas Dr. Kristina Rodig

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Energy is a

commodity market;

electricity and gas

are intangibles

A year with E.ON: Touchpoints with customers are rather

rare – and not necessarily positive

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Jan Feb Mar Apr May Jun Oct Nov Dec Jul Aug Sep

Year-end bill Question relating to

bill or contract

Two major journey projects addressed the core processes

from meter reading to payment

I‘m choosing

E.ON

I‘m coming to

E.ON

I‘m well looked

after at E.ON

I‘m staying with

E.ON I‘m leaving E.ON

I‘m coming back

to E.ON

Customer Journey project

„Arrive and stay“

Customer Journey project

“Prevent suspension“

Customer Journey project

„Young Households“

Customer Journey project

„From meter to payment“

48 concepts were developed to design a

delighting customer journey

+ 21 concepts from „prevent suspension project

Example: Understand customers needs

Excample: Co-creation

Example: Concepts along customer journey

A smart set of linked concepts were launched in

2014/2015 allowing individual Customer Journeys

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E.ON Smart Check (Live-Pilot launched in January 2015)

is an early warning system making it

easier for customers to check whether

their consumption is in balance with

their advance payments or not

New, intelligent bill layout (launched in August 2014)

Simplifies understanding the bill´s

contents at one glance for customers

as they receive customized, context

dependent contents, e.g. personalized

energy tips in case of high

consumption Cash payments (launched in November 2014)

Are a new, user-friendly way for

customers of setting one´s bill in an

uncomplicated way at more than 6.000

retailers in Germany. Customers

benefit from avoiding barring by

immediate payment effectiveness.

Helping Services (first concepts launched in January 2015)

Such as financial consultation in co-

operation with charity organizations

aid in managing their bill payments,

Payment Support Team and Payment

Plans.

New Payment Reminders with

storyline (launched in May 2015)

Starts as friendly reminder,

followed by clear showing the

consequences while always giving a

helping hand and activating to contact

us for finding a solution.

Helping Services and Cash Payments

get promoted at a certain critical point.

The CAP program resolves a multitude of

unsatisfied customer needs

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Customer needs and worries

“E.ON protects me from nasty surprises”

“I can check my consumption at any time”

My year with E.ON

Shows all communication and interaction with

E.ON, upcoming tasks and reminders

Consumption to date

Recording and showing consumption to date

Consumption analysis

Showing the energy consumption analysis and

associated customer specific explanations and

recommendations

Energy saving tips

Customer specific energy saving tips tailored

to the personal lifestyle and residential

circumstances

Early warning system

Monitoring centre that warns as soon as

consumption deviates from the monthly

payment1

Bonus / Incentive

Emblems and bonus points as an incentive to

take part in activities set in advance2

Shop

Simple shop to order products and services,

discount in exchange for bonus points

Help desk

Frequently asked questions, customer service

and customer forum

E.ON Smart check

Implementing the new bill was done with the

involvement of our customers

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Development together with customers

• Drawing up a catalogue of requirements

with the line departments involved (EKU,

Customer Insight, Brand

Communication, Legal, Taxation etc.)

• Preparing alternative bill variants on this

basis

• Conducting qualitative market

research with E.ON customers in

3 rounds with direct optimisation of the

variants

Input

Concepts from Customer

Journey project

Implementation

Implementation of the final

concept

New, intelligent bill layout

Solutions for customers with in payment

difficulties have been developed

Cash Payments

Option to pay the bill in cash in selected

retail stores – especially for customers in

Receive dunning letter Pay cash Instant approval

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Cash Payments

Success so far

• Total amount of receivables

settled: €3.300.000

• 19.2k payment forms sent out,

thereof 12.6k payments

processed (=65.5%!)

Solutions for customers with in payment

difficulties have been developed

Five concepts have been started in 2015

1. Introducing a dedicated hotline for charities

and public agencies

2. Caritas: finding solutions in individual cases

and in exceptions foundations taking over

the energy debts

3. Job center: taking over energy debts (loan

for customers), direct payment of

instalments

4. E.ON: concessions in instalment plans

5. Mediating free of charge electricity checks

from Caritas or consumer advice centres to

the unemployed

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Helping Services

Creating holistic customers solutions with stakeholders and new

diverse partners prepares the organization for the future

Strictly

customer

focussed

Collaborative

working

together with

customers

Interdisci-

plinary team

settings

Inter-sectoral

co-

operations

Partnerships

with Startups

Creating

digital

solutions

The major breakthrough:

cultural transformation

with the Open House

FROM ZERO TO HERO | E.ON + minds & makers

Service Design today:

Inhouse Training & cross-

sectoral projects

Thank you!