Winning Back Lost Customers With AI

Since the German energy markets were liberalized, the switching of energy service providers has been one of the most frequent business cases in this industry. At the same time, the 24-hour supplier switch ruling (LFW24; Lieferantenwechsel), which goes into effect in 2025, makes it more difficult for utilities to respond appropriately to cancellations since they must perform all customer recovery activities within 24 hours. 

From validating the cancellation received and identifying possible cancellation reasons to devising the right engagement approach with a convincing offer, customer recovery must be fast and intelligent – and at the same time it should be so convincing that it turns, in the best case, customers who canceled into particularly loyal customers. 

BSI includes a cancellation trigger, which reaches the system via a service process, CX self-service, e-mail, or existing systems such as Powercloud or SAP. 

BSI validates the cancellation using data such as order number and cancellation date. A customer value determination follows, from which the best engagement approach is derived with the help of AI. 

Depending on the determined customer value, BSI Elements sends an outbound call order to the service center with detailed information about the engagement. Alternatively, customers can also be contacted by e-mail. If a customer has a poor credit rating, the solution performs the cancellation. 

The entire process is concluded with a follow-up mailing, a satisfaction survey, and other activities.