Rewarding customers with a high impact, valuable online experience which meets needs while exceeding all expectations.
To secure their position in a competitive market, Power NI partnered with our team at Engage to create a new interactive, user-focused website and to redesign the existing Energy Online customer portal.
"As the largest electricity provider within the Northern Ireland market, supplying over 600,000 homes and businesses, the importance of having a robust customer facing website is critical to the success of our business."
Engage and Power NI carried out research to ensure a customer driven website design that matched user needs and objectives. We integrated valuable self-service features and enhanced the existing Help & Support section and the customer portal, Energy Online to give customers more control of their accounts, from any device.
Episerver was chosen as Power NI’s CMS platform as it met the functional and non-functional requirements defined for internal content management teams and for end customers. Its intelligent marketing features would also give Power NI the opportunity to communicate engaging personalised content with increased agility and adapt easily to ongoing digital developments.
A Better Experience Means More Engagement
One of the project’s key results was the 80% reduction in low value inbound calls within the first two weeks of the new Energy Online portal going live, significantly increasing staff productivity.
The creation of the new Energy Online portal has seen a 30% increase in repeat visitors, a 10% increase in overall users and a 32% increase in visitors from mobile and tablet devices, compared the previous period in 2015.
Further to this, there has been a staggering 86% increase in customers requesting to switch to Power NI from other providers.