Business Stream retained existing customers when the water supply market was opened up through rebranding, defining every detail of the brand and applying this to every aspect of the company.
A PR campaign and an internal launch to staff helped to raise awareness among key audiences.
Prior to competition, customers were not differentiated between and were all treated the same. Business Stream believes that every business should receive a service that suits them.
New customer-focused services are planned for the next twelve months, including online payment services to all customers; discount for customers paying via Direct Debit; monthly electronic-statement billing for multi-site customers, and closer working with commercial property developers to ease the process of new water connections for business customers.
The unparalleled shift in brand awareness from 0% to 18% within 4 months was achieved on a promotional spend of only 0.2% of revenue.