Proactive Outreach Helps Southeast Utility Update 270,000 Customer Contacts Ahead of Storm Season

Challenge:

Pre-hurricane season, this Southeast energy utility wanted to do more to alert customers about pending storms and deliver storm updates. The energy utility needed to provide a simple, clean customer experience for updating account information so it could increase the use of text alerts.

Solution:

Questline collaborated with the Southeast energy utility and created a multichannel campaign with digital and traditional customer touchpoints. The communications led to a dynamic prepopulated landing page for customers to update their contact information. The campaign messaging created a sense of urgency leading into storm season, pushing customers to confirm their information was correct and specify text or call.

Results:

Over 275,000 customers updated their contact preferences for storm communications. With a 40% open rate and 45% click-to-open rate, the campaign was extremely successful. The use of a dynamic landing page with pre-populated fields helped to simplify the process for customers and increase participation.

The campaign had a 45% CTOR driving over 275,000 customers to update their information.