Home 9 Inspiration 9 Cases and clients 9 Eniig (now Norlys)

Eniig (now Norlys)

The goal was to balance an ambitious growth strategy with a targeted focus on customer retention
– the approach was regular measurements of customer loyalty, enabling ENIIG to take action with critical customers

SITUATION
ENIIG supplies fibre broadband, TV and landline telephony, and with uniform products and fierce price competition, it is a tough market to operate in. New customers are expensive to acquire, and existing customers are hard to retain. ENIIG therefore wanted to balance an ambitious growth strategy with a targeted focus on retaining – and developing its relationship with – existing customers.

SOLUTION
Eniig saw the results of its increased customer focus. The result were increased retention of both brand-new customers and customers with a longer tenure. Eniig also increased sales to existing customers considerably. In addition to increasing revenue and earnings, Eniig strengthened customer satisfaction and loyalty. As a bonus, Eniig received fewer cancellations and customer calls – and the company increased its ambassador effect and the number of permissions for use in marketing.

RESULTS
Loyalty Group and ENIIG established a solution that continuously measured existing customers’ experiences. The surveys made it possible to take early action with hesitant customers, and customer-facing employees gained access to up-to-date information on each customer’s receptiveness to upselling – and on which specific products and add-on services the customer was interested in.

Services delivered

Executive anchoring

Design of VoC program (Voice of Customer)

Data collection

Analysis & reporting

Implementation

  • Results review
  • Results workshop (prioritization)

We realised early that a stronger focus on our existing customers was essential if we were to maintain our positive development in the fibre broadband market. It was therefore natural to balance a long-standing focus on acquiring new fibre customers with a structured and targeted effort aimed at our existing customers. This balance was, and still is, the key to continued growth in revenue and earnings.

– Marianne Andersen, Project Manager, Eniig

It was essential for us that the solution could run almost automatically and be integrated with our existing systems for customer data and relationship management – systems used by customer service, marketing and internal sales alike. We have achieved this, and we can all concentrate on the effort that really makes a difference to the company: delivering a good customer experience.

– Marianne Andersen, Project Manager, Eniig

We have been very satisfied with our choice of Loyalty Group as a partner. We needed an integrated, tailor-made solution for 1:1 customer management as well as advice for our management team and employees. Loyalty Group has certainly met our expectations.

– Marianne Andersen, Project Manager, Eniig