EON Next - TellJO

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E.ON Next:

1900% ROI from new payment arrangements and 5,000 customers with a terminal illness supported

The client

As part of their manifesto for ‘Bringing down the bills’ as well as Ofgem’s Standard Licence Conditions relating to vulnerability, SLC 0, 26 and 27, and their Consumer Vulnerability Strategy, creating effective support for vulnerable customers is an important undertaking for E.ON Next.

EON Next case study hero image

What we did:

TellJO helped E.ON Next with two large-scale campaigns focused on supporting customers with aged debt and offering tailored support to customers on their PSR, particularly customers with mental health issues and chronic and serious illnesses.

Key outcomes:

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5,000 customers with a terminal illness

identified and given extra support.

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2X increase in traffic

to the E.ON Next struggling to pay webpage.

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1900% ROI for E.ON Next

they made £20 on new payment arrangements for every £1 spent helping customers out of debt.

Plus:

  • 500,000 wellbeing checks sent to vulnerable customers
  • 150,000 lines of data added to the E.ON Next PSR giving them a more detailed view of customer needs
  • 23% customers clicked on signposting help
  • 463,000 personalised signposts given to customers
  • £825,000 of debt secured and moved from pay on receipt of bills to direct debit
  • £48,000 of immediate payments
  • £168,000 yearly increase in monthly arrangements

Overall, we were able to tangibly demonstrate that supporting vulnerable customers with a digital wellbeing check makes a positive impact on both customers and the company’s bottom line.

Client feedback:
Working with TellJO we've been able to gain vital insights on our PSR customers, allowing us to update 150,000 lines of data and enhance our journeys for customers experiencing significant challenges. Engaging with customers in payment difficulty, we've also been able to offer tailored support, helping customers get out of debt, whilst also providing a considerable financial return for stakeholders of 1900%. We're thrilled with the results.
bullet icons Joanne Lazzari Head of Affordability & Vulnerability E.ON Next
E.ON Next customer feedback:
Today I saw on the E.ON website that my application for the warm home discount has been successful. That’s taken a huge amount of worry away. Talking to you seems to have started a chain reaction of positive events. I’m so grateful for your care and understanding. I wanted you to know, you’ve touched my life and you’ve made a difference. Thank you.
E.ON Next customer via email

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