Reactivating Disengaged Energy Customers

Trigger Customer hasn’t logged into their account or opened energy usage/billing emails in the last 45 days. Segment: “Disengaged”

Action Flow Options Co-Pilot randomly selects and tracks the effectiveness of different actions:

• Email with personalized energy usage insights or savings tips

• WhatsApp message offering support or mobile login link

• Push notification reminder to review bill (if app installed)

• Wait step (control)

Co-Pilot Exploration Actions are rotated → Co-Pilot measures re-engagement and interaction → Prioritizes best-performing message for future inactive users.

Next-Best-Action Push Winning action is delivered to CRM or marketing tool (Customer.io, Klaviyo, etc.) with:

• Personalized subject lines (e.g. “Your energy usage is down 12%!”)

• Optimized send time (based on historical opens)

• Channel preference (email vs WhatsApp)

KPIs Tracked

• Re-engagement rate (logins or clicks within 7 days)

• Channel engagement (open, CTR)

• Dashboard or billing page visits

• Long-term retention improvement