OVO Energy partnered with Localz to automate and improve its customer experience platform and overall efficiencies.
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.
Using Localz “On my way” OVO is now able to send automated appointment reminder notifications to its customers with an estimated ETA.
"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 customer
Localz has transformed OVO’s customer communications platform. Since implementation it has increased first time access rates, reduced “where’s my engineer?” calls and contributed to increasing overall customer satisfaction.
- Rapid, scaled field deployment
- Reduction of appointment abort rate
- Customers tell us they LOVE it!
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.
Localz work with OVO to provide an awesome day of service experience for their customers; ensuring first time appointment success, transparency and control.
Creating a frictionless customer experience and better engineer engagement.