Transforming customer experience: digital innovation at the heart of better conversations
Imagine a world where managing your energy bills is as easy as choosing what boxset to stream. At E.ON Next, we're making that world a reality – with more than 70% of our customers embracing digital platforms, we're on a mission to transform how we interact with our customers.
From AI-driven insights to interactive tools that make understanding bills a breeze, we're not just keeping up with the digital age — we're leading the charge.
We're all about making life easier for our 1.4 million app users and the 3.5 million E.ON Next customers who rely on our website for everything from billing to support. With almost three-quarters of our customers already embracing the ease of digital channels, we've made it our mission to enhance every aspect of their experience through innovative, AI-driven technology.
Our internal CX (Customer Experience) Hub is where these ideas are born, developed, and brought to life, all in collaboration with our customers and E.ON energy specialists. Here’s a glimpse into the innovative methods we’ve developed to support our customers so far:
Chattermill: listening and learning with AI
Chattermill is our AI-powered feedback aggregator. Think of it as our digital ear to the ground, bringing together customer thoughts from surveys, social media posts, incoming emails and more.
By analysing sentiment across all those touchpoints, it gives us a clearer picture of what our customers are feeling and how what we can do to help further. The result is actionable insights that lead to faster support, smarter solutions, and happier customers.
‘Billie’: your digital bill, reimagined
Say hello to ‘Billie,’ our interactive digital bill that’s turning heads and transforming the way customers can engage with their energy use.
Billie isn’t just a bill, it’s an interactive experience – allowing our customers to access their billing details without downloading a bill in an old-fashioned format! Since Billie’s launch, billing-related calls have dropped by 5.5% (freeing up time for us to speak to other customers) and customer satisfaction has soared by 48%. Now that’s what we call a win-win!
‘Smartie’: smart metering made simple
Struggling with your smart meter? Thanks to Smartie, our smart-serve tool, customers are guided through the process of obtaining manual readings from even the most complex meters, virtually! That means customers don’t have to wait in for a meter technician to visit their home and read their meter themselves – they can do it all from the comfort of their own smart phone, laptop or tablet.
With a success rate of 92%, Smartie is making meter readings simpler and more accessible than ever before.
TellJO: We Care
We’ve partnered with TellJO to offer personalised wellbeing checks for our customers who might find themselves in any difficulty. TellJO’s questionnaire helps customers to tell us about any vulnerabilities, such as poor mental or physical health, troubles with finance, or a recent life changing event, which means we can find the best way to help them, whether that’s through help and information, the financial and energy efficiency support we can offer, or just keeping things simple and understandable with check-in call.
Looking ahead: innovation at the heart of E.ON Next
As we look to the future, one thing is clear: innovative technology will be crucial in helping us meet the challenges ahead. But our commitment to innovation goes beyond technology — it’s about reimagining how we support our customers and society as a whole.