Synergy ↘︎

Holistic measurement plan and technology roadmap

Synergy is Western Australia’s largest electricity generator and retailer of gas and electricity with more than one million residential, business and industry customers.

Leading Western Australians to their intelligent energy future… by having the customer at the heart of everything we design, deliver and do.

Vision

The customer is at the heart of everything we do
To understand our customer’s unique needs and concerns, and ensure they are treated more than a transaction
To provide comms, support, products & services that meet customer’s unique needs
To change customer’s perception of Synergy, by educating them around energy landscape & their energy consumption
To change customer’s energy consumption behaviour, by providing helpful solutions
Living the visionlooks like
Needs of Western Australians will be front and centre, and we are providing West Australians with benefits & better experiences
All teams will collaborate toward the same goals
We have consistency in our processes
We have the skills & resources needed
We are using data to think ahead strategically & forecast

The plan

Digital Balance ran a series of workshops to understand and define the CX strategy and subsequent roadmap.

From the outputs of the workshops, we put together a strategy, recommendations and roadmap with prioritised features and dependencies.

The work

A 3-year program with features and technology recommended seek to maximise capability of current platforms, whilst assisting Synergy to know their customer, deliver more data-driven decisions and personalised experiences to customers.

Set the up the team with processes, frameworks and knowledge to be able to run experimentation and personalisation programs ongoing.

Setting solid foundations is key when becoming data driven, whether the business is at the beginning of the journey or working towards a personalised 1:1 experience. We assessed Synergy’s maturity across 4 key pillars: Strategy, Process, People, and Data & Technology.

The final roadmap is in three stages reflecting the growth year on year from foundational work through to innovation and a mature program. Each stage delivers value to the business, whilst building on prior work to enable the long-term view of a frictionless and personalised experiences for all customers.

Focus areas
Technology platforms
Personalisation
Experimentation
Single view of the customer
Future success
People & Process
BAU
Timeline
Year 1: Foundational & Quick Wins (Know Me)
Year 2: Optimising and building out view of customer (Advise Me)
Year 3: Mature CX & Data / Innovation (Tell Me)

Services provided include

  • Analytics Audits
  • Consulting
  • Digital & Data Strategy
  • Measurement Strategy
  • Roadmaps
  • Technology Integration
  • Training

Contact us today

Ready to achieve similar results? Contact us today to learn how we can help drive success for your business.

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