UnlockingValue

TrustPower

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