ENERCITY
CELCOM
DIGICEL

Context
Enercity is originally a very traditional German utility “Stadtwerke” providing power, gas and water to 700K people in its home region around Hannover. Founded in 1970, the year of the UNIX Epoch time, enercity are far from being digital natives…

During the last 3 years enercity has been working with triPica to build a completely new digital sales platform. triPica is renowned for quality of their products, a high technical competence and a distinctive customer orientation. The triPica platform proved to be practical, stable and reliable every single day.
Today, enercity is one of the market leaders in the German energy retail business. With the help of triPica, enercity attained the goal to have the most comfortable digital sales capabilities in comparison with the competition.

Mandy Schwerendt / Chief Sales Officer

Challenge
Relying on an outdated SAP ISU implementation to run their business, enercity decided in 2015 to launch a broad digital initiative leading to the selection of triPica in 2016 to build a brand new digital experience.

The Methodology
2017 was the birth of the digital attacker project. During the year, triPica delivered a full digital utility supplier, built from scratch with a special focus on the digital experience growing enercity’s market footprint to the entire Germany. The platform was live in less than 9 months.
The following year, a special attention was paid on the German market specificities and on addressing non-digital customers to anticipate a much broader initiative…

Outcome
triPica brought to enercity a fully integrated solution covering a customer centric digital experience and all aspects of the subscription business.

The results are outstanding:

-50%

Cost-to-acquire

Your customer acquisition costs decrease while the acquisition rate increases

-67%

Churn rate

Less churn, higher customer loyalty thanks to excellent service tools.

-60%

Cost-to-serve

Greater profitability through cross-channel and efficient real-time communication

Where do we stand after 4 years of collaboration?
The success of the digital attacker paved the way to a major IT transformation as enercity decided to migrate a first set of legacy customers in 2019 to reach 70% of legacy customer base migrated in 2020 and 100% in 2021.
Getting the benefits of solid foundations built in the first years, enercity can now very easily launch new services such as non commodity services (sales of solar panels launched in 2020). They are looking forward to the introduction of smart meters as soon as the German market is ready for that. Convinced by the potential of triPica, enercity decided in 2020 to found a new company dedicated to the sales of the platform across the super specific German market.