Customer Stories

OVO Energy

OVO Energy accelerates speed to value with automated customer ETA notifications and real-time tracking.

OVO ride-along - blog pic - cropped

About OVO Energy

OVO Energy is one of the UK's largest independent suppliers serving 1.5 million retail customers. 

Using 100% renewable energy and providing smart meters to its customers are just some of the ways OVO is helping to build the energy system of the future. 

Key challenges

With a large number of customers joining the movement for greener energy OVO has seen a spike in demand for smart meters. Focussed on delivering efficient and greener services, OVO needed to streamline its communication platform to help increase first time access rates and provide a positive customer experience.

OVO’s own internal customer experience app was lacking in some automated functionalities, for example, the engineers had to type the SMS or make a phone call to let customers know their ETA. This was becoming a laborious task for OVO’s engineers and was taking up too much of their valuable time.

The Localz solution

Using Localz “On my way” OVO is now able to send automated appointment reminder notifications to its customers with an estimated ETA. 

Localz has transformed OVO’s customer communications platform. Since implementation it has increased first-time access rates, reduced “where’s my engineer?” chase calls and contributed to increasing overall customer satisfaction.

- Rapid, scaled field deployment
- Reduction of appointment abort rate
- Customers tell us they LOVE it!

"In one click I could find out all the information in relation to my appointment which I found really useful. I have never seen an energy company provide a service like this and am really impressed by the level of customer service, which I wasn’t expecting at all"

OVO Energy end-customer

Customer engagement. Their way.

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