BlastPoint’s AI-powered customer intelligence helped DLC effectively engage lower-income customers in energy assistance campaigns and surpass industry benchmarks by as much as 670%.
During the pandemic, it has been crucial for utilities to engage lower-income customers effectively, as this customer segment has been disproportionately affected by Covid-19. Getting eligible customers enrolled in assistance programs has been a priority for utilities across the US to keep the power turned on for customers while also avoiding costly write-offs.
DLC, an electric provider serving southwestern PA, prioritizes helping customers – in fact, their motto is “we’re here to help.” To boost the visibility of customer assistance programs during the Covid crisis, DLC utilized BlastPoint’s customer intelligence to identify target customer segments for low-income email outreach campaigns.
As a result, campaign analytics revealed significantly higher engagement than utility industry program promotion benchmarks. Email open and click rates for the LIHEAP campaign, in particular, surpassed benchmarks by 9.2 and 7.7 percentage points, respectively. Visits to CAP, LIHEAP, and Payment Plan webpages jumped 62% – 102% over the previous period.
Katherine Scholl, Director of Billing & Revenue Management at DLC, stated:
We utilized the data from BlastPoint to formulate the plan for our advertising dollars...As we are starting to reach out to customers in ways that we never did before, we are able to do so with messages that are relevant to them, as opposed to the “spray and pray” approach where you just send everything to everybody and see what sticks. We are really now able to use the data and the insights to make the messages feel relevant to our customers. And we are seeing good results with that, where engagement, as we measure it by open rates on emails and click throughs, it’s very very strong for these campaigns.
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Learn more about how BlastPoint’s customer intelligence got results for DLC. Be sure to get in touch if you’d like to talk more about how BlastPoint’s low-income engagement solutions can work for your company.
Low-Income Engagement Webinar
Recently, DLC’s Katherine Scholl and BlastPoint’s CTO & Co-Founder Tomer Borenstein talked with DeFG‘s Nat Treadway about using customer intelligence to engage lower-income customers. View the slides below or click the link on the first slide to hear the full recording.
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