Power NI is Northern Ireland’s largest electricity provider supplying power to homes, businesses and farms, with almost half a million customers. With over 350 experienced local staff they have a unique understanding of their customers and outstanding customer service is in their DNA.
For the seventh year in a row, Power NI has received the lowest level of complaints out of all energy suppliers in Northern Ireland (CCNI Complaints and Enquiries Report 2017/18). With multiple new suppliers constantly entering the Northern Ireland marketplace Power NI continue to fulfil 58% of the domestic market's electricity needs.
One of its unique selling points is that they offer Power NI Perks, a dedicated customer discount platform, so customers can save on their everyday needs.
Power NI is regulated by the Northern Ireland Authority for Utility Regulation and as such must serve all their domestic customers fairly and equally through a regulated pricing structure whether they are a new or existing customer. Power NI are able to offer additional value to their customers by giving them access to their online discount portal, helping minimise any price advantage competitors may have over them.
Power NI had never previously used any other discount and benefits providers and were looking for a platform that had the most extensive range of offers that would suit its customer base, as well as one who would provide the best customer experience through a range of innovations and technologies. Due to the diverse demographics of Power NI’s customer base, the offering needed to appeal to everyone regardless of their profile, which is where Xexec fitted the bill, and were able to develop Power NI Perks.
Xexec delivered and launched a bespoke and fully branded discount and engagement platform, housed within the next generation integrated portal which can be accessed at work or on the go, for all current Power NI members. The portal offers over 3,000 discounts including online and instore discounts, cashback offers, shopping cards and instant e-vouchers across all major retailers.
Power NI invested a lot of time and money into making the portal synonymous with its core brand characteristic of ‘genuine value’. Through above the line and below the line activity in one year, they were able to increase awareness of Perks by 120% amongst their customers and prospects.
Since launch, the uptake of Perks by Power NI’s customers has been really successful and additionally those who’ve registered are 5% more loyal that those customers who haven’t registered. This is a huge success as Perks has allowed Power NI to offer additional value to its customers which has helped with engagement, positioning and retention strategies. Some of the most popular discount categories are shopping, hotels, city breaks and home deals with popular retailers being Tesco, Argos, Currys, Marks and Spencer, Sainsbury’s and Boots.
Loyalty and Retention Manager at Power NI, Beverley Chick, comments that, “Xexec and their wide range of offerings has helped us meet our retention strategies for our customers and provided us with a competitive advantage. Also, their instant vouchers mean customers can log in to the portal, whilst out shopping at the relevant retailers, and benefit from instant discounts sent direct to their phone. I would recommend them to any company looking to increase the loyalty with either their employee or customer base.”