Customer success story

How DEW21 optimized its customer retention with Inxmail

Find out how DEW21 – Dortmunder Energie- und Wasserversorgung GmbH – strengthened its customer retention via email and successfully set itself apart in a highly competitive market environment with the help of Inxmail. The seamless connection to the leading SAP system enabled an automated digital dialog.

Challenge

Mastering the digitalization of customer relationships

DEW21 was looking for a solution to sustainably strengthen its customer dialog via email and to successfully stand out from the competition through personalized communication. A key requirement was to connect the email marketing system to the existing SAP system in order to synchronize customer data and ensure seamless communication throughout the entire customer lifecycle.

The goal was to sustainably strengthen customer relationships with seasonal and industry-relevant content, as well as personalized information about the contract and tariff offers. DEW21 also wanted to be able to acquire new customers using voucher promotions, supported by attractive registration pages and automated welcome routes.

The aim was to meet high standards in the area of data protection and deliverability, while also taking into account the system's scalability and flexibility requirements in order to enable future adjustments to be made easily.

[Translate to English:] Screenshot der DEW21-Website auf einem Desktop-Monitor, mit dem Slogan 'ERSTES DATE' und einer Tarifauswahl für Strom und Erdgas.

DEW21's requirements of the email marketing solution

Stand out from the competition through individual communication
Increase customer loyalty through personalized content
Acquire new customers, including through voucher campaigns
Efficient integration of Inxmail in the SAP system
Registration and welcome process from different channels
High standards of data protection and deliverability

Solution

DEW21 relies on customized email marketing with Inxmail

For new customers: DEW21 successfully generates leads with Inxmail

The central element of new customer acquisition is the connection of the email marketing solution to the SAP system of DEW21 via the Inxmail API. The double opt-in registration process synchronizes data between the two systems, enabling the smooth recording of new leads. The welcome sequences, which are started automatically after a successful registration, contain relevant information as well as attractive voucher campaigns that serve as an incentive for new customers.

Inxmail's strong conceptual and strategic advice, as well as its experience in the energy industry, have helped DEW21 to optimize its new customer acquisition process and make it more efficient. Thanks to Inxmail's comprehensive solutions, DEW21 has been able to expand its new customer base and successfully stand out from the competition.

Attractive registration pages for prospective customers
Exciting welcome routes with relevant content
Communication with lasting added value
Attractive design and strong content in all mailings

For existing customers: DEW21 increases customer loyalty with Inxmail

The automation of contract renewal offers and tariff change offers for existing customers enables DEW21 to intensify customer contact and sustainably consolidate customer loyalty. By addressing customers individually and providing relevant content in its mailings, DEW21 is able to retain existing customers in the long term.

DEW21 benefits from the high deliverability of mailings and the intuitive software solution of the Inxmail email marketing platform, which enables efficient and effective communication with existing customers. The easy connection to DEW21's existing system landscape using the Inxmail API simplifies the integration and use of the platform.

Thanks to Inxmail's customized solutions, DEW21 has been able to strengthen its customer loyalty.

Automated contract renewal offers and tariff change offers for existing customers
Consistent customer retention throughout the lifecycle, from the conclusion of the contract to individual offers and competitions
Automated mailings to win back customers who have terminated their contracts

Reasons for choosing Inxmail

[Translate to English:] Symbol Anbindung

“Inxmail has been the perfect partner for us from the very beginning. Thanks to their expertise and personal support, we have been able to address our customers better and enable automated customer dialogues. The collaboration was consistently positive and ideas were implemented effectively. The platform is easy to use and fun. And the service is unbeatable.”

Diego Paredes

Brand & Online Marketing Manager, DEW21

Success

DEW21 increases customer loyalty and acquires new customers with the Inxmail email marketing platform.

Improved customer loyalty
DEW21 has significantly increased customer loyalty through individual communication and personalized content.

More efficient acquisition of new customers
DEW21 has successfully acquired new customers with targeted voucher promotions and a smooth registration process from various channels.

Optimized processes thanks to SAP integration
The seamless integration of Inxmail into the SAP system enabled efficient data exchange and precise customer communication throughout the entire customer lifecycle.

Deployed solutions

Deployed services

About DEW21

DEW21 has been a leading energy provider in Dortmund and the surrounding area for over 25 years. The company reliably supplies its customers with electricity, gas and water. It focuses on quality, innovation and sustainability to meet the individual needs of its customers and to further strengthen the attractiveness and future viability of the region.

www.dew21.de

[Translate to English:] Außenansicht des DEW21-Gebäudes mit Glasfassade und dem Unternehmenslogo DEW21 an der oberen rechten Ecke. Vor dem Eingang spiegelt sich die Umgebung in den Fenstern.

Industry sector:
energy supply
Company size:
medium-sized company
Location:
Dortmund and surrounding area
Use case:
customer retention and acquisition in the energy industry