case study: increasing satisfaction to grow revenue

business challenge

A large utility provider wanted to grow revenue and increase satisfaction with small and medium business customers. Specifically, they wanted to identify which product and service offerings would be most relevant to each segment of small and medium business customers.

bellomy solution

Employing the utility’s business customer database, Bellomy developed a segmentation using a combination of attitudes and operational data. An algorithm was created and used to type all business customers into segments.

business result

The business segmentation is being used to target customers across all verticals. It allows the utility to move away from industry classifications and create more impactful programs designed specifically for their customers. It’s also being used to guide innovation by determining each segment's propensity to participate in new products and services. And, it has informed enhancements to customer journeys that have raised satisfaction levels.

Having this ability to segment customers has been invaluable, and we appreciate the partnership Bellomy provided.
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Manager, Customer Insights and Marketing Operations