Trustpower is NZ’s 4th largest electricity retailer, and prides itself on providing best-in-class customer service.
They face a highly competitive and commoditised market, and had to re-imagine their business model, while doubling down on their customer service heritage
Unlocking value through CX & Digital platforms
Our customer research showed that most customers wanted a mobile app, and the first 90 days for a customer are the most expensive for Trustpower from a customer service perspective.
And it showed that top contact centre enquiries were account balance, payments, and outages.
47%
of all customer contacts are now serviced without human intervention
5
Days into our rapid prototyping workshop to identify an opportunity to use a chatbot.
50%
Chatbot innovation with Datacom handles more than 50% of balance & payment queries
3
Interns from the Microsoft Student Accelerator program produced an app concept in 10 weeks
Unlocking value through growing capability
We used #thinksmash to focus the product direction and roadmap, then we rapidly prototyped the solution, including sentiment analysis and chatbot/human hand-off.
The chatbot is integrated into their Oracle chat system, and is now a strategic digital platform to automate basic service interactions.
Streamlined join journey and the first 90 days through digital channels
Chatbot innovation with Datacom now handles more than 50% of balance & payment queries on webchat
Supporting Trustpower’s future-fit talent and capability growth
