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" A new digital marketing strategy guides Eandis (now Fluvius) through the strategical shift from operational excellence to customer intimacy. "

Improving the customer connection

Eandis offers network solutions for electricity, natural gas, heating and public lighting. The distribution system operator wishes to smoothen the relationship with its customers. The company’s objective for 2019 is twofold: to improve customer satisfaction and optimize in-house efficiency.

Credits: Eandis
Towards a harmonized customer experience

delaware developed a customized digital marketing strategy for Eandis, including a personas exercise and a full customer journey mapping. During these workshops, we aligned the various communication touchpoints and different digital channels.

Thanks to the step-by-step timeline, Eandis can keep its focus on each channel and can release the recommended improvements at the right moment.

Credits: Eandis

Eye-opening insights

Via delaware’s TPA (Think, Plan, Act) strategy, the Eandis workshop participants gained valuable insights into the customer journey.

Setting priorities

From chatbots to the Eandis app, delaware helped the company see which customer communication channels it should prioritize.

No more islands

Improved employee satisfaction through better in-house collaboration, turned out to be an unexpected side effect of the digital marketing journey.

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