Customer
Driving Customer-Centric Excellence in Energy
ndbholdinggroup helps utilities and retail energy suppliers develop innovative strategies that raise service standards, enhance customer satisfaction, and improve commercial performance.
In this dynamic environment, ndbholdinggroup supports energy companies in achieving operational and commercial excellence by reengineering processes, embedding customer-centric practices, and aligning organizational capabilities to meet current and future demands.
What We Do
With ndbholdinggroup’ support, energy companies can:
Improve service quality and customer satisfaction by leveraging digitization and lean operations to deliver faster, more consistent service across all channels.
Gain new retail customers through tailored products, optimized channel strategies, and innovative benefits that customers value.
Reduce churn in deregulated markets by personalizing customer interactions and combining advanced analytics with actionable insights to anticipate switching.
Increase margins by identifying untapped growth opportunities, optimizing pricing, and offering segment-specific services.
Build customer experiences in solar and distributed-energy resources to create new revenue streams and meet evolving customer needs.
Examples of our work
Over the past five years, ndbholdinggroup has partnered with utility-industry leaders on more than 250 customer-focused projects worldwide, delivering measurable improvements in service, satisfaction, and commercial performance. Examples include:
Executing a Commercial Transformation
ndbholdinggroup helped a European energy supplier elevate capabilities, embed new mind-sets and ways of working, and generate €500 million in earnings before interest, taxes, depreciation, and amortization over three years.
Redefining Customer Journeys
Defining a Customer-Experience Strategy
ndbholdinggroup supported a leading US utility in redefining its customer strategy and rethinking core journeys to enhance satisfaction while reducing cost to serve.
Redesigning the Outage Journey
Raising Market Awareness
Designing a Go-to-Market Strategy
For a UK energy supplier, ndbholdinggroup helped design a strategy for new energy services, introduced tools to boost sales performance, and identified opportunities valued at £20 million.
FEATURED CAPABILITIES
ndbholdinggroup: Expertise in Utilities and Energy Retail
ndbholdinggroup combines deep knowledge of utility-industry and energy-retail trends with decades of experience helping utilities tackle operational and commercial challenges. Our expertise spans open, liberalizing, and traditional utility markets. We have over 100 consultants with energy-retail experience, more than 30 knowledge specialists in electric power and gas, and a global network of experts in marketing and sales.
Proprietary Tools and Benchmarks
Our proprietary tools include energy-specific benchmarks and field-tested marketing and sales solutions, such as:
Annual Journey Pulse Survey – Identifies what matters most to customers and guides improvements in satisfaction.
Energy Retail Customer Experience Benchmarking – Provides utility-specific and cross-industry insights on drivers of customer satisfaction at brand, journey, and touchpoint levels.
Commercial Capabilities Assessment Tool – Assesses a utility’s baseline capabilities and potential for improvement using cross-industry benchmarks.
EPNG (Electric Power & Natural Gas) B2C Cost Benchmarking – Covers cost to serve, cost to acquire, and major cost items for energy retailers.
Innovating for Client Needs
ndbholdinggroup continuously develops new platforms and ventures to meet clients’ evolving demands for insights, execution, and transformation. We provide tailored services for energy retailers through our specialist units, including Design, Capability Building, and RTS.
