At a Glance
The Company
Head Office
Bietigheim-Bissingen, Germany
Bietigheim-Bissingen, Germany
Industry
Energy
Energy
Key Figures
- Approx. 98% delivery rate for e-mails
- Time saving: 1,800€ saved by reducing the workload
Technology
Microsoft Dynamics365 CRM ITVT E-Mail Service
Microsoft Dynamics365 CRM ITVT E-Mail Service
Consulting Services
Data support Process consulting
Data support Process consulting
The Challenge
If you want to inform your customers about changes, you often have to do this in different ways. Many consumers are already taking advantage of online mailing. This was also the case for Stadtwerke Bietigheim-Bissingen (SW-BB for short), which informed its online customers about price adjustments as of January 1, 2024.
The main challenge was that only some customers had already opted for digitalization and could be contacted quickly by the company via email from Microsoft Outlook. The rest were informed in the traditional way by letter post.
Nevertheless, the administrative effort for returns and archiving via Microsoft Outlook remained quite high. Feedback to central administration systems such as CRMs or billing systems also had to be done manually.
SW-BB therefore needed a faster and centralized solution to become more cost-efficient and to communicate information on price adjustments directly to its customers in a more targeted manner. Due to the relevance of the information, the focus was on a high message delivery rate.
The Solution
Since SW-BB already had a CRM system, the project team together with ITVT GmbH decided on a specially designed e-mail module that was implemented as a customer-specific interface between the existing e-mail service and the Microsoft Dynamics365 CRM system. This should enable better control and evaluation of e-mail distribution in the future.
SW-BB was ITVT’s first customer to use this module. The particular advantage here was the seamless module integration and the possibility to better check the performance of the e-mail delivery via dashboards with a single click.
With the support of ITVT’s expertise and ITVT support in the areas of data management and e-mail marketing, a target group-oriented and efficient campaign for e-mails could be realized and automatically sent.
In total, up to 2,060 online customers could be informed about price adjustments as well as further advantages and tariffs. Due to a low error and return rate, and targeted performance analyses, the new campaign was a complete success and achieved a delivery rate of over 98%.
Benefits
The new e-mail module provided a better overview of performance through analysis and dashboard display. The integration of opt-in activation offered more possibilities for active data use in the interest of customers in areas such as marketing to provide information about further actions and advantages, for example.
SW-BB can now see at a glance whether emails have been delivered or not. Information about customers can be accessed as needed (in accordance with GDPR guidelines and access authorization). One use case is when customers have specific questions about their contracts or have not received information due to incorrect email addresses.
The advantages in summary:
- Reduction of the administrative effort and possible sources of error
- Automatic archiving of the sent e-mails
- Time saving – about 20% of the previous implementation time is needed
- Implementation via CRM enables evaluations and reporting
- ITVT E-Mail Service provides necessary and interesting feedback on how customers deal with e-mails
Implementation & Outlook
Thanks to the ITVT E-Mail Service, SW-BB was able to successfully carry out an e-mail campaign regarding price adjustments. The most important implementation points are as follows:
- Cleanup of the customer data within the database of the municipal utility of Bietigheim-Bissingen. With the help of the ITVT support, incorrect or outdated e-mail addresses were identified and corrected.
- Planning and conception of the e-mail campaign, including the design of the subject line and the content of the messages.
- With the cleaned data and the optimized campaign planning, more than 2,000 e-mails with relevant information could be sent to the municipal utility customers.
The improved function can now also be used for marketing, for targeted customer approaches and evaluations, in order to offer better services.
Interested parties can view the full range of functions of the ITVT E-Mail Service at any time in a demo session. Please feel free to contact us directly!
Contact Us:
We will be happy to advise you.
We will be happy to advise you.
Uwe Garbe
Key Account Manager
“By integrating the marketing module into our CRM, we were able to successfully convert some of our postal mailings to email communications. This has ultimately saved us a great deal of time, effort and logistical costs. We can now reach the customers concerned much more efficiently and promptly inform them about changes to their prices. We are also able to use the module for marketing and information campaigns quickly and efficiently. This has had a particularly positive impact on direct customer communication. We are satisfied with the project results and look forward to using the new system in the long term.”
Rouven Bruder
Abteilungsleiter Kundenservice
