Retail Services

Retail service providers and utilities’ retail operations have been developing their business practices and strategies over the last decade of open retail competition. In the future, they will face intense challenges to increase performance and add value through innovative services and practices.

Oliver Wyman has assisted many companies in addressing these business challenges in the areas of:

Marketing and pricing strategy
Branding strategy
Customer value engineering / in-market experimentation
Diversification
Alliances
Back office operations

Recent engagement example

Competitive gaming strategy: Oliver Wyman helped a company prepare for a change to the regulatory structure governing electricity retailing in its home state, in which the existing default service option (with regulated pricing) would be eliminated. Oliver Wyman developed a gaming model to enhance internal understanding of potential changes to the competitive retail market following removal of the default service option. The gaming model was effective at identifying the potential impacts of the regulatory change as well as highlighting existing issues/threats that had not been fully appreciated.