How GoEnergy accelerated communication with customers and increased conversions using the GoSMS Gateway

About GoEnergy

GoEnergy is a mid-sized energy company with more than 120,000 customers in the Czech Republic and Slovakia. It provides electricity and gas supplies to households and small businesses. The company is based on fair conditions, fast customer support, and transparent communication.

Before the deployment of the GoSMS Gateway, communication with customers was carried out mainly through email and phone calls. However, this brought several problems:

emails often ended up in spam or remained unopened,
phone calls were costly and staff-intensive,
customers confirmed contracts and deliveries with delays.

Challenge

The aim of the project was to:

increase the deliverability of notifications above 95 %,
reduce the time of contract confirmation to under 24 hours,
increase customer participation in marketing campaigns by 15 %,
reduce communication costs compared to phone calls and emails.

The secondary aim was to improve customer experience (NPS), reduce the number of unresolved inquiries, and automate standard processes.

Solution with GoSMS

GoEnergy decided to deploy the GoSMS Gateway, which was connected with its CRM and billing system through an API.

Types of messages:

Contract confirmation
- “GoEnergy: Thank you, [Name]! Your contract no. [ContractNumber] was successfully signed on [Date]. We look forward to working with you.”
Immediate confirmation of payment received
- “GoEnergy: We confirm receipt of your payment of [Amount] € on [Date]. Thank you – your account is up to date.”
Marketing offers for new tariffs
- “GoEnergy: Save up to 18% with our new GoEnergy Smart plan. Activate online in 2 minutes 👉 [Link]”
Notification of invoice issuance
- “GoEnergy: Your invoice no. [InvoiceNumber] for [Amount] € has been issued. View it here 👉 [Link]”

Automation
SMS are triggered by events in the CRM – e.g. when a contract is activated, a delivery is planned, or an invoice is issued.

Personalization
Messages include the customer’s name, contract number, or exact delivery time. Marketing SMS were tested using A/B tests to optimize the text and CTA.

Legislative compliance
GoEnergy introduced a clear process of consent for receiving SMS (opt-in) and an easy possibility to unsubscribe (opt-out link).

Implementation

1. Analysis (0–2 weeks) – process mapping, selection of use-case.

2. Pilot phase (2–6 weeks) – testing with 5,000 customers.

3. Integration and rollout (6–12 weeks) – connection to CRM, full deployment.

4. Scaling (after 3 months) – extension to marketing campaigns and invoice notifications.

Results

SMS deliverability: 98.6 % (compared to 81 % with email).
Delivery speed: average 7 seconds.
Time to contract confirmation: decrease from 48 hours to 12 hours (−75 %).
Conversion of marketing SMS: increase by 18 %.
CTR of SMS with link: 12 %.
Communication costs: reduction by 35 % compared to phone calls.
Opt-out rate: only 0.3 %.

Experiences of customers and internal team

“Thanks to SMS we have quick confirmation from customers — fewer phone calls and fewer errors.”

“Marketing SMS bring a higher response than emails. In addition, we know that the messages arrive on time.”