A major utilities provider wanted to accelerate its journey towards more personalised, data-driven customer communication. Despite progress over three years, the lack of a unified decisioning platform limited the ability to fully leverage real-time insight. Optima partnered with the provider to design an evidence-based strategy and business case for a platform that could improve the quality of customer interactions. Within six weeks, leadership secured approval for a solution aligned to long-term communication goals.
Context: The utilities sector demands continuous innovation to meet evolving customer expectations. The provider needed a centralised decisioning platform to ensure communications were tailored to customer needs, behaviours, and preferences.
The challenge lay in aligning communication strategies with diverse customer profiles, evaluating the right technology in a crowded market, and building a robust business case under tight time constraints.
Outcome:
Accelerated decision-making, enabling the provider to adopt a data-driven platform in weeks rather than months
Comprehensive evaluation of supplier options, ensuring the chosen solution was fit for purpose
Leadership alignment and approval for the strategy and platform, creating clarity and consensus
Positioned the provider to deliver more personalised and impactful customer communications at scale
What we delivered:
Conducted a market scan and benchmarked potential suppliers against critical requirements
Designed a full specification for the proposed customer decisioning platform
Delivered a robust options appraisal and final recommendations tailored to the provider’s needs
Developed an evidence-based business case and secured leadership approval within six weeks
Testimonial: “The team at Optima have blended really well with our team and the business as a whole. The depth and width of capability available through Optima enables us to flex focus as required to meet our specific needs at any time. The partnership with Optima has developed well over time as they have become a valuable and trusted part of the team.”
— Head of Product, Major Utilities Provider
