Turning Customer Onboarding into a Competitive Advantage for Retail Energy SuppliersThe retail energy marketplace, whether it be in deregulated states in the U.S. or open electric and gas markets in Europe and beyond, is becoming increasingly competitive every day. Energy suppliers, also known as ‘energy retailers,’ are scrambling for every advantage.

Energy suppliers are seeking onboarding processes that automate signups, provide easy integration with third party systems, have the ability to customize targeted products and services on the fly, and easily connect and personalize documents and templates like energy contracts, terms and conditions, and real-time rate insertions. But all too often, paper-based and digital customer communications operate in disjoined parallel universes. These siloed systems and processes create fragmented messaging, operational inefficiencies and compliance risk.

More than ever, the ‘best in class’ energy suppliers are leveraging Customer Communications Management (CCM) technology as a powerful weapon in the battle to win customers’ hearts and minds, streamline operations, and fend off the competition. The most beneficial solutions enhance the customer experience (CX) and increase back-office efficiencies while elevating growth and decreasing costs.

But many energy suppliers struggle with outdated technology, inconsistent messaging across channels and competition for scarce IT resources. Departmental silos, heavy regulatory burdens and high customer expectations create even more complexity.

For retail energy customer onboarding, it’s key to deliver the right message to the right customer at the right time. Quadient’s award-winning CCM platform, Inspire, transforms and unifies customer communications management, ensuring that your prospects and customers receive the format of communications they want, through their preferred channels – not only during onboarding enrollment, but throughout the customer lifecycle.

BACKED BY THE EXPERTSGartner, Forrester, and Aspire

PROVEN RESULTS96% customer satisfaction rate

EXPERIENCEA rich history of world-class leadership

EXPERTISE8 billion personalized experiences annually

ENERGY RETAILERS

Manage CX seamlessly Not only do many of today’s energy customers expect a rapid and seamless enrollment experience, they also frequently change their communications delivery preferences once they become customers. In such a variable environment, energy suppliers must be sure they are meeting every customer’s expectation to build loyalty and minimize churn.

Quadient Inspire seamlessly unifies messages across paper and digital communications. A pioneer in the online account-opening arena, Quadient helps energy suppliers and other sophisticated industries manage the arc of the customer experience through onboarding, cross-selling and beyond, creating satisfied and loyal customers.

Quadient Inspire helps leading energy suppliers quickly and compliantly create, manage and deliver timely, personalized and relevant communications across paper, digital and mobile channels.

We offer best-in-class professional service and support, along with an extensive network of global partners. Our solutions are flexible and designed to integrate with existing systems. Quadient’s applications scale along with your needs, enabling energy suppliers to select specific applications or adopt an entire suite of products.

Experience • Over 6,000 customers

worldwide, including top providers in deregulated energy markets

• Staff with deep energy retailer and utility experience, including leadership in our Energy & Utilities Practice having been recognized globally with numerous awards and published articles

• Future-proof technology

• Fastest release rates in the industry

Our business solutions for energy suppliers at a glance:

CUSTOMER COMMUNICATIONS MANAGEMENT (CCM) • Consistent omnichannel

communications • Output and compliance

management • Business user

empowerment • Communications

platform consolidation

DIGITAL EXPERIENCE • Personalized

digital experience (PDX)

• Onboarding • Mobile & web

applications

CUSTOMER JOURNEY MAPPING • End-to-end

journey mapping • Real-time

collaboration • CX visibility

across silos • On-going CX

enhancement

Speed digital transformation Our solutions easily integrate with your existing technology and meet requirements for flexibility and scale. With Quadient, energy suppliers from around the globe are building complex components on a single technology platform that display across multiple mobile-responsive channels. They are also personalizing data for onboarding, cross-selling and up-selling by creating appropriately targeted offers.

For many energy suppliers, there’s a disconnect between technology investment for customer-facing solutions versus back-office solutions. An experience may look seamless to the customer, but back-office personnel must deal with cumbersome, manual processes, resulting in inefficiencies, delays and unnecessary errors. Automating processes through CCM and online account-opening platforms removes time-consuming and often mind-numbing manual processes, reducing processing time and costs, such as document handling and storage, as well as human touch time.

By digitally transforming all aspects of the customer journey, Quadient expedites processes not only related to onboarding but also for the entire customer lifecycle. This enables staff to focus on higher-value tasks.

Quadient helped a major energy retailer to:

• Reduce onboarding time from weeks to minutes

• Reduce onboarding costs by 5x through self-onboarding

• Enable upselling opportunities during self-onboarding

About Quadient®Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Quadient is listed in compartment B of Euronext Paris (QDT) and belongs to the SBF 120 index.

For more information about Quadient, visit quadient.com/connections.

Quadient® and the Quadient logo are registered trademarks of Quadient group AG. All other company and product names may be trademarks and are the property of their respective owners. All information in this document, including descriptions of features, functions, performance and specifications is subject to change without written notice at any time. www.quadient.com

Optimize online account opening with a unified communications platform Through automation, back-office procedures take place efficiently and effectively all while facilitating the collection of necessary data and performing required verification tasks. By leveraging a unified communications platform that easily integrates with all existing legacy systems, energy retailers provide customers a simple, seamless account-opening experience, regardless of whether it takes place on a mobile device, desktop or laptop.

Quadient Inspire helps speed up back-office customer communications and online account-opening tasks. It facilitates straight-through processes and streamlining across customer-facing, front and back office systems. This results in reduced costs across departments, and an efficient and effective onboarding process:

• Digitize all documents, automatically storing sensitive personal information in the appropriate secure location

• Integrate with artificial intelligence via scripting to create a smarter identity verification and authentication experience for both you and your customer

• Leverage digital signature technology to streamline the completion of the account opening contract through a tablet-based signature or a check box for digital channels