From highly-competitive to cut-throat – comparison sites and the increased willingness of end customers to switch supplier makes for a difficult market for electricity providers. Successful energy companies, local electricity providers and public utilities have long since known: a fair electricity price alone is no longer sufficient for creating sustainable profits. Excellent customer service that’s also cost-effective is becoming increasingly important. Accessibility, a variety of channels and consistency of response – the end customers of today have higher demands. Targeted digitalisation, a prolonged customer lifecycle and the related lasting customer loyalty are becoming key factors for energy providers’ long-term success.