In February 2023, On-Time implemented a multichannel campaign for Porvoo Energy, featuring automated calls and SMS messages. The campaign's goal was to encourage Porvoo Energy's customers to switch to eco-friendly e-invoicing.
An automated call is a pre-recorded call that a computer dials to customers, offering the option to change from paper invoicing to e-invoicing. The recipient can communicate with the computer either by speaking or using the number keys. Calls are primarily made using a human voice.
"This multichannel communication method, including automated calls, allowed our customers to adopt e-invoicing more quickly and easily, thus improving the customer experience,"
says Alexander Lökfors, Porvoo Energy's Head of Billing, and continues:
"With robot calls, we can streamline our communication with customers on matters where we would otherwise lack the human resources."
During the call, the recipient can choose how the call proceeds based on the given options. They can also call back the automated call within seven (7) days from the moment the customer receives the call from the robot. When calling back, the robot delivers the same message as the original automated call.
Porvoo Energy raffled off five (5) €100 gift cards among all respondents during the campaign.
"In addition to well-designed calls and messages, the gift card raffle used by Porvoo Energy also impacts the campaign results,"
says On-Time CEO Teemu Valkonen, adding:
"We always help our clients choose the best possible incentives for their campaigns, considering the overall campaign and the target audience in particular. We have a comprehensive, data-driven understanding of what works and what doesn't in this type of communication."
As Porvoo Energy implemented the campaign using proven practices, the results were as follows (approx):
Targeted customers:
12 000
Reached:
60%
Wanted to switch to e-invoicing:
35%
Provided bank information:
over 95%
Accepted RP-Message:
75%
In addition to the positive results and pleasant cooperation, we at On-Time are particularly pleased with Porvoo Energy's CFO Anu Kiviniemi's comment after the project:
"I was skeptical, but I was pleasantly surprised."
Thank you, Porvoo Energy, for the smooth and overall excellent collaboration!
Best regards,
Jon-Erik & the rest of the On-Time project team
Additional info:
Jon-Erik Talvio, Customers, On-Time,
+358 45 870 8433, jon-erik.talvio@ontime.fi
Alexander Lökfors, Head of Billing, Porvoon Energia Oy – Borgå Energi Ab
019 661 4145, alexander.lokfors@pbe.fi
More information can be found from Porvoo Energy’s website (In Finnish):
https://pbe.fi/fi/tiedotteet/automaattinen-puhelinpalvelumme-soittaa-laskutukseen-liittyen/
