We work for British Gas to acquire and retain business customers. Our work has involved everything from delivering highly sensitive, long-term CRM programmes through to more tactical acquisition opportunities.
CRM Planning and Communications
British Gas needed to transition their business customers from one billing system to another - a significant undertaking when you have a customer base the size of theirs. We were appointed to plan and create the CRM communications surrounding this programme, with the objective of minimising complaints or queries in to the call centre.
Reducing Operational Cost
Once the customer had been moved to the new billing system, they received a redesigned bill. We needed to explain the differences in a clear and simple way.
Customers were then invited to manage their business energy online - reducing operational cost. We used videos and help guides to educate them on how to do this and the benefits.
On the move
When a business moves premises, it presents both a threat and opportunity for British Gas, as they could lose or gain a customer.
We developed a high impact campaign targeting both those moving in and those moving out to encourage them to choose British Gas as their energy supplier. Our DM achieved exceptional response rates.
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