OVO Energy

Founded in 2009, OVO Energy redesigned the energy experience to be fair, effortless, green and simple for all customers. Through its Plan Zero sustainability strategy, OVO is on a mission to tackle the climate crisis by bringing its customers along on the journey towards zero carbon living.

In 2020, the COVID-19 pandemic lockdown created two challenges. Agents started to work from home in line with restrictions, creating the need for a communications platform that was secure and easy to use anywhere. At the same time, to align with its company vision, OVO needed to expand its ability to communicate with members digitally, give them more choices on how to interact, and find a more efficient way to conduct monthly meter readings using customer-friendly digital communication.

OVO Energy worked with Bird to set up an interactive communication channel that let members make direct contact through WhatsApp to submit automated readings of their home energy meters each month, alleviating the need for a visit from the meter reader.

OVO chose WhatsApp because it is the most popular messaging app in the UK, and therefore familiar to most of its members. WhatsApp also offers features such as pictures, video, and location functionality that provide a more robust, seamless experience. To use the WhatsApp Business API, OVO needed an official WhatsApp Business Solutions provider, and chose Bird because its Inbox and Flow Builder products provided the ideal automation solutions, backed by deep practical knowledge of omnichannel communication and a commitment to customer service.

Here's how OVO Energy's WhatsApp-based meter reading automation works:

In addition to building the meter reading system, OVO incorporated a number of time- and money-saving features to streamline its digital communications:

“The Flow Builder and Inbox functionality that Bird provides is a really easy, user-friendly experience that helps our members reach OVO Energy quickly. Our people also find the tool helpful and efficient to use.”

Daniel Baker, Business Development Manager, OVO Energy

OVO Energy found that its members adjusted well to the transition to WhatsApp, and the company achieved significant improvements in operating efficiency while improving the customer experience. Within the first three months of implementation, CSAT improved by 44% compared to its telephony channel and NPS for the WhatsApp channel rose above +90%. All TrustPilot reviews for OVO's WhatsApp implementation received five-star ratings from members.