Case Study: Increased cross-selling for an Energy Provider

Our customer was grappling with a series of interconnected challenges that were hindering their business growth and efficiency. The core of the problem lay in the poorly designed user experience (UX) of their current solution, which not only led to a frustratingly low conversion rate but also contributed to a sluggish time to market for new products. This ineffective UX design resulted in a high incidence of incorrectly completed forms that placed an undue burden on service staff who were compelled to make direct contact with customers for clarifications. Compounding these issues was the disappointing reality that sales of additional services, which typically carried the highest profit margins, were alarmingly low, hovering at less than 1%. This complex situation demanded a strategic overhaul to address these critical pain points and drive the business toward a more profitable and efficient operation.