An energy customer's experience of their supplier is: receive a bill, pay the bill, occasionally call with a problem. That's the entire relationship for most customers. It's transactional, largely negative, and creates no reason to stay when a competitor offers a better tariff.
A loyalty program changes the touchpoint frequency and the emotional register. Competition entries for bill payments. Points for energy-saving behaviour. Renewal rewards that make staying the financially rational choice. A reason to open the app that isn't a complaint.
RaftLabs built the Energia digital engagement platform — migration of 300,000+ customers, 99.9% uptime throughout, 1,000+ logins in the first 24 hours, 3,000+ competition entries in the first week.
Capabilities
What we build
Competition and campaign mechanics
Entry mechanics that work with existing customer behaviour — enter with every bill payment, every meter reading submission, every app login. No behaviour change required for entry, so participation rates are high from day one. Seasonal campaigns tied to energy pricing events, product launches, or ESG milestones. Prize draws automated and auditable. Competition entries trackable per member with a full history visible to both the member and the admin team. 3,000+ competition entries in the first week for the Energia launch demonstrates what achievable engagement looks like at scale.
Energy-saving rewards
Points earn tied to energy-saving behaviour: meter reading submissions, completion of energy efficiency surveys, consumption reduction below a baseline for the billing period, installation of smart devices, and participation in demand-response programmes. These mechanics serve both the customer relationship and your ESG reporting — you can demonstrate customer participation in energy efficiency initiatives with actual data. Segment energy-saving challenges to customers who have opted into environmental communication preferences rather than broadcasting them to every member.
Retention and renewal mechanics
Contract renewal rewards that make early or long-term renewal the financially rational choice: bonus points for 12- or 24-month contract sign-ups, cashback vouchers applied to the next bill, or entry into a prize draw exclusive to renewing customers. Trigger the renewal offer 60–90 days before contract expiry based on the CRM data, not a generic email blast. Customers who have been engaged with the loyalty program in the preceding 12 months convert to renewal at a materially higher rate than disengaged customers — the retention value of the program shows up in churn data, not just in engagement metrics.
Platform migration
Migration of existing loyalty member records, point balances, and transaction history from a legacy platform or SaaS loyalty tool — zero data loss, planned cutover, rollback capability. The Energia migration moved 300,000+ customer records with full balance and history preserved, validated against the source system, and confirmed in a parallel period before the legacy platform was decommissioned. We document the migration plan and run a validation review with your team before any data movement begins.
Automated roster management
Daily SFTP-based processing of joiner and leaver files from your CRM — new customers added to the loyalty system automatically, churned customers flagged and their balances handled per the programme rules, account change files processed for contract updates and household transfers. The process runs without manual intervention. Exceptions surface in an admin dashboard for review. For a 300K+ member base, manual roster management is not viable — this automation is what makes ongoing operations sustainable.
Consumer app and member portal
iOS and Android apps with white-label branding — competition entry, points balance, transaction history, rewards redemption, meter reading submission, and energy usage dashboard in one place. Web portal for customers who prefer not to use an app. Push notifications for competition results, bonus earn events, and renewal reminders. Accessibility-compliant design for a broad customer age range. Built in Flutter for a single codebase across both mobile platforms with one maintenance overhead.
When was the last time a customer contacted you for a positive reason?
Tell us your current customer touchpoint model and what retention looks like. We'll design a loyalty programme that changes both.
