Australasian technology-based insights agency, Perceptive, is helping Rockgas to redefine its customer engagement and experience strategy by reviewing how they service customers.
Says Oliver Allen, general manager at Perceptive: “Rockgas are looking to implement new systems and operational processes to achieve their strategic objectives and vision. To do this, Rockgas need a deep understanding of their customers, market, competitors, and the industry as a whole. They need to know what is expected, what works (and what doesn’t), what the latest trends and policy changes are, and what is relevant for their business, both now and in the future.”
The project involved interviewing customers across three different segments – commercial and industrial, SME, and residential – to understand the type of personas that exist within each of their customer base. The outcomes from these extensive surveys will help to guide Rockgas on how they communicate and engage with different customers and create ‘personalised experiences’ that deliver based on their unique needs.
Perceptive mapped out customer journeys which show the process customers go through both prior to choosing a gas provider and after they become customers of Rockgas. ‘Through this, we identified pain points, strengths, and opportunities for how Rockgas can better engage and service customers at each touchpoint,’ says Allen.
Within each touchpoint, Rockgas has a set of overarching principles and customer experience solutions that the organisation will now focus on delivering.
Says Wendy Rayman, marketing manager at Rockgas: “At Rockgas, we aim to ensure that we have the capability and capacity to be market leaders in delivering energy to New Zealanders. We see this work with Perceptive as crucial to evolving the business to ensure we are engaging with customers the best we can.
“The insights gained from this project will help inform and guide our business and any programmes or projects we develop – most notably an internal systems review. We are glad to have Perceptive providing these insights so we can better serve our customers.”