Initial Situation
An energy supplier realized that it was not sufficiently exploiting the potential of its prospect and customer contacts:
- Contacts were often not used further in the company or were even lost because a systematic capture of leads was not possible.
- Contacts were not reused between functional areas (product / marketing) because the necessary technical capabilities were missing.
- Sales potential was not optimally leveraged because sales could not prioritize leads according to probability of closing.
- Data privacy issues, as contact data was not held centrally in one place.
- These challenges were to be solved with a view to the entire customer journey and necessary integrations with other system elements.
GP+S Services
- Consolidated recording of use cases in the capture of customer contacts
- Capture, storage, and routing of lead data to the right sales and campaign systems
- Enrichment of lead data and evaluation of leads according to behavioral aspects and product proximity
- Recording and management of permissions, incl. recognition of former customers
- Assistance in the formulation of the required business capabilities to support the use cases
- Assistance in programmatic implementation as part of an agile product development effort
Results
- Provided system-side enablers for the systematic collection, enrichment, development, and playout of lead data
- Raised awareness within the organization of the potential of existing touch points
