CASE STUDY

How Schneider Electric Transformed Partner Engagement through World-Class Digital Experience

Improving Onboarding, Engagement, and Retention with Usermind

Corporate Overview

Schneider Electric is leading the digital transformation of energy management and automation in homes, buildings, data centers, infrastructure, and industries. They provide integrated efficiency solutions, combining energy, automation, and software. With global presence in over 100 countries, Schneider is the undisputed leader in Power Management — medium voltage, low voltage, and secure power — and in automation systems. They collaborate globally with a large community of partners, integrators, and developers to deliver real-time control and operational efficiency.

Driving meaningful value for

27%

Lift in Registration

130%

Lift in Engaged Users

30%

Lift in Retention

Executive Summary

Schneider Electric is a 183 year old company -- but you would never guess that if you were one of the partner electricians in over 100 countries that engage with Schneider Electric’s digital platforms everyday.

In an increasingly competitive and commoditized industry, delivering a world-class digital experience is a competitive differentiator — and Schneider Electric knew it was essential to their strategic goal of being the easiest energy management company to do business with.

“Digitization will fundamentally change everything in our industry. What percentage of your time do you allocate to revisit your business and business models to encompass digitization?”

- Jean-Pascal Tricoire, Chairman & CEO

The Challenge

Enterprise Complexity

Schneider Electric serves the energy management and automation needs of everything from hospitals, to data-centers, to residential homes, each with their own requirements. This, compounded with the geographic and language complexity of being a global Fortune 500 enterprise, made it critical for Schneider electric to take a journey-driven, full life-cycle approach to digital transformation.

Channel Complexity

Schneider Electric also had a number of channels where they engage with partners. Electricians are often on the road -- so they were challenged with delivering seamless, personalized journeys across mobile, web, call center, and email channels.

Product Complexity

Schneider electric offers a multitude of products -- each with its own features, technical requirements, and training. In order to enable a global partner network, Schneider Electric needed to find a way for partners to identify by specialty and deliver personalized product training so the residential electrician does not receive the same product training as the commercial HVAC electrician.

Their Approach

Journeys by Persona

To deliver the best experience, Schenider started by identifying 12 key personas. Schneider Electric broke down each persona with its own journey, set of digital pain-points, and deciding criteria. Now each persona had a differentiated, mapped journey personalized to their own experience.

Full Life-cycle Partner Engagement

Every industry is shifting from transactions to on-going relationships, and electrical manufacturing is no exception. To drive meaningful engagement throughout the full partner life-cycle, Schneider Electric knew they couldn’t stop at acquisition. Schneider Electric was determined to transform digital experience from acquisition through onboarding, enablement, retention, loyalty, and rewards.

The Solution

Schneider Electric partnered with Usermind to better understand their digital partner journeys, automate them at scale, and rapidly test and learn new engagement strategies to drive growth and increase customer loyalty.
 
Because they have long-lived relationships with partner electricians, the Schneider Electric team knew they needed to transform the full customer life-cycle, so they focused on improving three key journey areas: Registration, Ongoing Engagement, and Partner Retention.

1

Journey Analytics

By baselining the current-state, Schneider Electric was able to gain new insight into the friction points in the partner journey that they were blind to before Usermind.

2

Journey Orchestration

With a powerful system of action, Schneider Electric was able to build and automate new partner journeys and engagement strategies using their existing systems and channels.

3

Journey Experimentation & Optimization

Schneider Electric pushed the boundaries of their mapped journeys by applying an agile test and learn methodology to uncover which channels and treatments guide partners to their ideal outcome.

Transforming digital engagement across the customer lifecycle

Partner Registration

A significant percentage of partners never made it past registration, so Schneider Electric leveraged Usermind to identify which steps partners were dropping off and triggering relevant touchpoints to keep partners on track. This automation contributed to a 27.3% lift in partner registration.

27%

lift in Partner Registration

+130%

 increase in Engaged Users

Partner Engagement

After registration, Usermind segments partners into personalized campaigns based on customer profile and purchase history to remind partners of their portal access and to reinforce key value points. This automation contributed to a 130% lift in engaged users.

Partner Retention

In conjunction with ongoing partner engagement, Usermind automates stateful retention campaigns to re-engage partners that have dropped off. By systematically detecting and driving proactive intervention, Usermind can re-engage partners that are showing leading indicators of churning. This automation contributed to a 30% lift in partner retention.

+30%

lift in Partner Retention

Transforming digital engagement across the customer lifecycle

Partner Registration

A significant percentage of partners never made it past registration, so Schneider Electric leveraged Usermind to identify which steps partners were dropping off and triggering relevant touchpoints to keep partners on track. This automation contributed to a 27.3% lift in partner registration.

27%

lift in Partner Registration

Partner Engagement

After registration, Usermind segments partners into personalized campaigns based on customer profile and purchase history to remind partners of their portal access and to reinforce key value points. This automation contributed to a 130% lift in engaged users.

+130%

increase in Engaged Users

Partner Retention

In conjunction with ongoing partner engagement, Usermind automates stateful retention campaigns to re-engage partners that have dropped off. By systematically detecting and driving proactive intervention, Usermind can re-engage partners that are showing leading indicators of churning. This automation contributed to a 30% lift in partner retention.

+30%

lift in Partner Retention

Conclusion

This is just another step in the digital transformation journey for Schneider Electric. They have established themselves as the leader in digital experience in energy management and automation and we look forward to seeing how they continue to innovate in CX. 
As the partnership between Schneider Electric and Usermind continues to grow, we are dedicated to making it easier to do business with Schneider Electric by making every digital interaction tailored to the customer’s interests, goals, and needs.

See how Usermind can accelerate your CX initiatives