Market Outlook and Npower Strategy 2014-09-25
Transcript of Market Outlook and Npower Strategy 2014-09-25
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UK Market Outlook andRWE npower Strategy
UBS Reverse Roadshow – 25 September 2014
Paul Massara, CEO RWE npower
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Regulatory Intervention
Retail Market Review
Tariff Simplification
Bill simplification
SMART roll-out
Green Deal & ECO
Warm Home Discount
Electricity Market Reform
CMA referral
All suppliers face a challenging environment due to changing socio-
economic and regulatory pressures
Socio-economic
Media pressure
“Political Football”
Rising prices
Slower economy
Aging population
Focus on Fuel Poor
Geopolitical impacts on
wholesale prices
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Market Challenges
SAP implementation – Late Invoicing
Bad debt
Cost to serve
Customer complaints levels
RWE npower Operational Challenges
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The impact of these challenges are also felt by our customers
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As prices rise, customers will increasingly seek energy solutions to reduce their bills – we
need to ensure it is RWE npower they trust to deliver these
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RWE npower had strong earnings growth in the period 2009-13, driven by
improvements in both Domestic and B2B segments
Operating result, Total npower Retail, in £m*
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22
115
232 246
*Source: 2012 – 2013 based on RWE AG annual report, converted to GBP. For 2009 – 2011 on a memorandum only basis.
2009 2010 2011 2012 2013
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RWE npower has been tackling its key challenges by increasing
operational efficiency and through differentiation
Re-organisation After the split with Generation in 2013, npower retail has been fully aligned to our
core customer segments
Reduce Costs An aggressive strategy to tackle operating cost has helped drive npower towards
the market average by 2015
Outsourcing
A recent outsourcing exercise has helped npower become more flexible, improve
service and bring down costs
NWOW (CTP)Our Customer Transformation Programme (CTP) has further reduced OPEX
spend, whilst driving the business towards greater customer centricity.
Digital RWE npower has a guiding ambition to be the most digitised energy companyacross customer segments
Energy Solutions Energy Solutions is a large, profitable, high growth opportunity for npower
Organisational Efficiency
Differentiation and Diversification
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Sales Portfolio Management
Reorganisation of the retail business in January 2013 aligned to our
core customer segments
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Executive Committee
Domestic Markets SME Markets I&C Markets Energy Services
External Affairs
Strategy
Finance
HR
Risk Control
…allowing us to better focus on our customer needs and build trust
1 2 3 4Business
Units
Support
Functions
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Our Customer Transformation Programme has further reduced our
OPEX spend, whilst driving the business towards customer centricity
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Transforming the customer service area has allowed us to beat the
Ofgem targets on late invoicing and complaints
Headlines:
-Backlog volume: The Late Invoice backlog as of
Friday 29th August shows the backlog at 96,792
-Transition Partner performance: Partner
performance continues to be very strong
Focus areas going forwards:
-Continue to push all of the day-to-day Billing
Taskforce activities to ensure the LI backlog
remains at 100k or less
-Complete the processing of a number of one-off
treatment buckets e.g. aged finals (complete
billing and processing credits / write-offs)
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RWE npower has a guiding ambition – to be the Most DigitisedEnergy Company
2014 2015 2016 2017
The Most
Digi t ised Energy
Company
Consumer
Integrated Self-Service
Enhanced sales engine
B2B
Self-service capability
Consumer Customer engagement
supporting NBA
B2B
Enhanced sales capability
Consumer
Support of SMART trials
Energy Services and core
energy integration
B2B
Fully integrated service
Consumer> 2.6m online accounts
> 8.8m self-service transactions
> >50% visits through mobile and
tablets
B2B
• Aggressive online signup
Target benefit areas Specific Strategic Objectives
Consumer
> >40% customers with online account
> 42% Self-service
> Digital becomes primary channel –
more online interactions than offline
> Far greater data enablement and
enhancement
> Greater utilisation of npower.com
internally, e.g. Agents
> An Organisation led by Digital
thinking, capability and engagement
Consumer
> 12m self-service transactions
> >70% customers with online
account> Mobile the primary Digital Channel
> Significant SMART integration and
capability
B2B
• Move to greater Digital engagement
from standard Self Service
1. CTP enablement: delivery of CTP initiatives (excluding pipeline) that aredependent on digital.
2. Self-service: Development of further self-service capability and a drive to
migrate customers to digital channels
3. Fulfilment: digital fulfilment of comms to all online customers
4. Avoidance of losses: avoidance of losses through increased online sales
conversation..
5. Customer number growth in SME: improved sales capability will increase
online generated sales and go live conversion
1. Adopt a “Digital First” model and culture across npower
2. Deliver step change cost improvement through digital
enablement
3. Revolutionise customer experience through relevant and
personalised digital solutions
4. Unlock value through data driven customer engagement
and enhanced digital services
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Energy Solutions is a large, profitable, high growth opportunity –
markets all grow but at different rates and profitabilities
B2B Solutions markets worth a total of£10bn in 2013 B2C is in a test and learn phase withproducts like Nest…
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Potential to move into
Energy Solutions
Total commitment to
improve customer
experience
Outlook beyond 2014: under all scenarios, getting costs down and
rapidly improving customer service are no regrets moves
Political uncertainty will
remain until after the May
2015 election and the CMA
investigation conclusion
September 2015
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