Ovo Energy: Boost Winter Wallet

Boost, an energy provider, encouraged customer retention in the UK by creating the Winter Wallet, which helped financially-struggling consumers save money for winter when their bills increased.

Executive Summary

Boost is an energy provider focussed on serving the needs of low-income families with Pay-As-You-Go (PAYG) meters. Our mission is to use technology as an enabler - to give our customers greater control over their energy and help them save time, money and reduce stress in their everyday lives.

When we launched in 2017, we pioneered our Smart PAYG+ proposition, enabling customers to top-up their energy on their smartphone instead of going to the shops. However, rival suppliers caught up and we gradually became undifferentiated, both in terms of features and price, and customer retention declined.

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