Customers / Tibber
Beyond the meter: How Tibber turned hardware installation into a flexibility gateway
Founded
2016
Installer customer since
2024
The executive summary Utilities in 2025 face a binary choice: remain a commodity provider in a flat market or own the "behind-the-meter" assets driving electrification.
Tibber, a leading digital-first energy company, chose the latter. By partnering with Installer.com, Tibber automated the complex logistics of hardware installation, creating a seamless flow from device purchase to smart tariff activation. This strategy secured three critical outcomes: increased hardware margins, deeper customer lock-in, and immediate access to flexibility assets.
The market context: The race for the home
Household electricity demand has plateaued across most European markets. The only significant growth vector is the electrification of transport and heating. For utilities, the installation of EV chargers, batteries, and heat pumps is no longer just a service - it is the primary acquisition channel for high-value customers.
Leading utilities are moving towards an integrated "one-stop-shop" model, similar to the vertical integration seen in platforms like Kraken. By owning the installation, utilities gain:
Margins: Revenue from equipment and certified installation services.
Retention: Stronger relationships established before competitors can intervene.
Flexibility: Immediate ability to manage load through smart charging and batteries.
The challenge: The installation bottleneck
While the strategy is sound, execution is difficult. Coordinating physical installations across borders, regulatory environments, and a fragmented workforce of electricians creates significant operational friction. Many utilities suffer from long lead times and poor communication, which damages the customer trust required to sell complex energy services.
The solution: Infrastructure for the last mile
Tibber partnered with Installer.com to solve the operational complexity of the physical world. Rather than building a heavy internal logistics division, they leveraged Installer.com’s infrastructure to connect their digital sales journey directly to physical fulfillment.
Through the Installer.com platform, Tibber achieved a unified workflow:
Seamless conversion: The moment a customer orders a charger or battery, the job is automatically routed to a qualified professional.
Integrated tariff activation: Crucially, the workflow allows the customer to accept a smart tariff or flexibility service immediately after ordering hardware. This creates a single flow: Product (Sale) → Installation → Tariff.
Real-time visibility: Tibber maintains full oversight of job progress and communication between the installer and the customer.
Key results and capabilities
By treating installation as a software integration rather than a manual logistics task, Tibber delivered a customer experience that outperforms traditional utility standards.
Customer satisfaction: Achieved an average CSAT of 9.4/10 through a fully white-label journey that protects the Tibber brand.
Scalability: Gained instant access to over 4,000 certified installers across the UK, Nordics, Benelux, and Germany.
Operational efficiency: Reduced operational costs and lead times by using one system for all installation categories with workflows adjustable in seconds.
Hardware agnostic: Secured access to the most popular hardware brands customers actively demand.
Industry trend: The integrated future
The separation between energy supply and energy hardware is disappearing. Data from 2025 indicates that customers increasingly prefer a single provider for hardware, installation, and energy supply to manage the technical complexity of electrification. Utilities that fail to offer this integrated journey risk losing the customer relationship to automotive companies or independent hardware installers.
Next step
If your organisation is looking to replicate this efficiency and own the installation journey, we can demonstrate the specific "Sale-to-Tariff" workflow used by our partners.
