— CASE STUDIES
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Business Services
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Bionic
Business Services
PE-Backed
Redefining sales and marketing through CRM transformation for a utilities aggregator
Transforming a tele-advisory business into a data-driven, digitally enabled operation — driving customer renewal rates from 60% to 92%.
OVERVIEW
Bionic, previously known as Make It Cheaper and backed by ECI Capital Partners, set out to reinvent itself as a digital-first business. Its reliance on tele-advisory services and a compartmentalised structure had limited its ability to adopt a customer-centric digital approach. Customer data was underused, commission-driven sales models encouraged shortcuts, and legacy systems created barriers to change. Palladium was brought in to unlock the value of customer data, modernise technology and transform the customer experience.
THE CHALLENGE
Bionic’s challenges were structural as much as technological. The business had no single view of its customers, making personalised engagement impossible. Marketing and sales operated in silos, data sat in disconnected systems, and a culture built around commission-based tele-sales was resistant to digital ways of working. Transformation required both a technology overhaul and a cultural shift.
OUR APPROACH
Palladium redesigned the customer experience and created a new marketing and sales service blueprint. New technology solutions were selected and implemented across marketing automation (Pardot), contact centre (Natterbox) and CRM (Salesforce), and the data warehouse was reworked to provide a single customer view with an upgraded data visualisation suite. Change management was a central part of the programme — shifting the culture from legacy system dependency to digitally enabled, customer-centric delivery.
OUTCOMES
Customer experience and service blueprint redesigned
Redesigned the customer experience and created a new marketing and sales service blueprint.
Renewal rates boosted through engagement
Identified root causes of operational friction, establishing a clear case for automation, standardisation and system integration.
Revenue growth driven by retention
Increased customer renewal rates from 60% to 92% through improved engagement and personalisation.
Marketing and CRM platforms implemented
Implemented Pardot, Natterbox and Salesforce across marketing, contact centre and CRM.
Single customer view enabled
Reworked the data warehouse to provide a single customer view and upgraded the data visualisation suite.
Digital culture transformation led
Led change management to shift culture from legacy systems to digitally enabled customer delivery.
GET IN TOUCH
If your business is experiencing challenges similar to those featured in our case studies, or if you’re seeking expert guidance on complex transactions and value creation, we’re here to help. Get in touch with us today to discuss your unique situation and discover how Palladium Digital can support your goals.
60%→92%
Customer renewal rate improvement
through CRM transformation and experience redesign
Single
Customer view achieved
unified data warehouse replacing fragmented legacy systems
3
Major technology platforms implemented
Pardot, Salesforce CRM, Natterbox contact centre
PROJECT DETAILS
SECTOR
Business Services
CLIENT
Bionic (formerly Make It Cheaper)
BACKER
ECI Capital Partners
SERVICES
Design & Delivery
CAPABILITIES DEPLOYED
Sales, Marketing & Services Acceleration
AI and Data Transformation
Product and Technology Strategy & Execution
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