EWII aims to be Denmark’s most customer-centric utility provider by creating the industry’s best digital customer dialogue. With the implementation of a new Marketing Automation platform from Agillic, the company takes a major step toward this goal.
One of the key challenges was that setting up new customer flows in the Marketing Automation system required complex and continuous maintenance of the customer database within the CRM system. This resulted in a significant administrative workload for EWII’s marketing team.
EWII operates across three different business areas, but customers should still experience a seamless journey, regardless of which product they subscribe to. For example, electricity customers should have the option to add water or heating services effortlessly.
Here, the ability to create personalized and cohesive customer experiences plays a crucial role. EWII sought an independent solution that could better enhance user experiences and streamline operations.
Through a close integration between EWII’s business capability architecture and the Agillic Marketing Automation platform, the marketing team can now manage tasks such as consent handling and newsletter flows more efficiently across all customer touchpoints.
Additionally, the Agillic platform enables tracking for personalized content via a script that monitors user activity across all pages under www.ewii.dk.
This allows the platform to collect all customer interactions, including previous product inquiries and searches for broadband, electricity, or heating solutions, creating a complete customer overview.
EWII’s marketing team now has access to intuitive customer flows in the Agillic platform, ensuring targeted, automated communication whenever relevant customer moments arise.
The trigger-based flows are essential for seamlessly integrating business processes, enabling EWII to react quickly to customer needs.
With the new setup, the flow structure has been redesigned to be more scalable, easier to manage, optimize, and develop further. The marketing team can now create and deliver more relevant communication at key moments, providing greater value when customers need assistance or need to make decisions.
We have been involved in implementation and advisory, helping to integrate the new platform into EWII’s digital ecosystem, enabling customer data utilization for personalized and seamless customer experiences.
We worked closely with teams from Agillic and EWII’s business and IT departments. The primary task was to gather data from various sources within EWII’s digital ecosystem, transform and connect data from Azure Cloud, and transfer it to the Agillic platform.
Additionally, we designed and implemented a new consent model, making it easier for EWII’s marketing team to migrate and maintain customer consent data under the new system.
