How utilities leader Vattenfall powered customer retention & contract value

This national energy company switched their strategy from channel-vision to one-to-one personalization at scale, using the Relay42 Platform. Learn how they orchestrated individual customer journeys to around 3 million customers in real time, increased sales volumes and decreased churn rate.
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The Challenge


To increase relevancy through personalized outreach, Vattenfall had been using the Relay42 Platform since 2013 to efficiently connect their systems and channels – from their website and search and display, to CRM data, affiliate and social. But they were also on the verge of changing their core online activities.

Because it was a flexible, scalable solution for dynamic website personalization, Vattenfall selected Relay42 to efficiently address three key challenges: seamless technical integrations, increased efficiency in bringing offers to market, and a smarter paid media bidding strategy.


The Solution

A connected content framework

For this challenge, Vattenfall chose to connect its proprietary CMS (EPiServer) and Display advertising (DoubleClick) with the Relay42 Platform, alongside search (AdWords) and web analytics (Adobe Analytics). This combination allowed for a flexible and scalable solution to serve dynamic website creatives to the right prospect at the right time, to really bring personalization to life.

Having already integrated the Relay42 Platform with their CRM system, Vattenfall could now bridge their website and best-of-breed analytics tools with their broader marketing ecosystem. Vattenfall could serve relevant content and creatives across their multiple subdomains and modules on an individual level.

When a contract expires, we don’t wait until it’s too late, but proactively offer a new contract. We then focus our resources on making a conversion happen, regardless of which channel the customer uses.

Rob van den BergSr. Online Marketer

How to Move From Campaigns to Customer Journeys

Get a detailed look at how Relay42 helps businesses unify and activate their data to move from broad spray-and-pray campaigns to hyper-personalized customer journeys.