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Customer experience and retention management in a Liberalized Energy Market

Helping Brazilian energy retailers strengthen loyalty, reduce churn and deliver consistent customer experiences across every digital and service touchpoint

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Winning the customer once is no longer enough

WHY THIS “CUSTOMER EXPERIENCE AND RETENTION MANAGEMENT IN A LIBERALIZED ENERGY MARKET” CHALLENGE?

As competition increases in Brazil’s liberalized energy market, retailers must protect existing relationships while continuing to grow

Customers now have greater freedom to switch suppliers and higher expectations for service quality, responsiveness, transparency and digital experiences. To retain them, energy retailers need a more integrated way to understand behavior, anticipate needs and deliver consistent experiences across every channel

Key benefits

Retention Starts with a Better Customer View

Integrated customer experience platforms help energy retailers move from reactive service to proactive engagement across the full lifecycle

Turn service into loyalty

Faster, more consistent support helps strengthen satisfaction and customer retention

Spot churn risk earlier

Customer analytics help identify dissatisfaction signals before customers decide to leave

Make every channel feel connected

Omnichannel engagement gives customers a more consistent experience across portals, apps and service teams

Give agents better context

Real-time customer information helps service teams resolve requests with more confidence

How NTT DATA helps

01

Build the CRM engagement hub

We centralize customer interactions, requests, cases and service history in one platform

Customer service specialist using a centralized CRM platform to manage customer interactions, service requests, cases and engagement history.

02

Connect digital service channels

Integrate portals, mobile apps and conversational AI to support seamless customer experiences at scale

Energy customer using a mobile service channel at home, reflecting seamless digital experiences across apps, portals and AI-enabled customer support.

03

Activate retention intelligence

Use customer analytics to detect churn indicators and trigger retention actions

Energy customer retention specialist analyzing churn indicators and customer data to identify at-risk customers and trigger targeted retention actions.

04

Automate service workflows

Streamline communications, escalations and resolution processes to reduce manual effort

Customer service specialist using automated workflows to streamline communications, escalations and issue resolution while reducing manual effort.

05

Improve adoption across teams

We don’t just implement CRM. We help service, commercial and operational teams work from the same customer view

Cross-functional energy retail team using a shared CRM customer view to align service, commercial and operational decisions.

Proven impact

Stronger loyalty. Faster service. Customer relationships built for a competitive energy market

Results that matter

Customer experience outcomes from integrated retention management

A connected CRM and digital platform model helps energy retailers improve service, loyalty and operational efficiency

Reduce resolution times

faster handling of customer requests and issues

Increase customer retention

lower churn risk through proactive engagement and personalized actions

Improve digital adoption

more customers using digital and self-service channels

Strengthen service performance

better monitoring of satisfaction, service levels and customer interactions

Energy retailers grow stronger when every customer interaction becomes a chance to earn trust again

Strengthen customer retention→

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