Energia Group

Empowering customers drives retention for Ireland's leading energy provider

CHALLENGE

Empowering customers to self-serve with Ireland’s leading energy supplier

The Energy Online experience was designed to provide simple, intuitive access to customer’s account information, helping them access services and benefits on any device, on web or via the Energy Online Apps on IOS and Android.


The experience is rich and tailored for customers based on a range of factors including fuel types, package, loyalty and usage. Underpinning that experience with personalised messaging, prompts and how to guides – empowering customers to take control of their account on their preferred device, at their preferred time.


To support this, the platform is underpinned by Episerver Content Cloud – enabling Energia Group’s teams to personalise, adapt and optimise the experience for customers at different stages of the journey and with differing requirements. It also supports effective messaging and promotion of key campaigns and product updates or releases.

STRATEGY

Support Self-Service

 

In the ultra-competitive energy supply sector, customer retention is a real challenge as buyers seek out best price and short-term deals. Energia sought to differentiate on customer experience and autonomy, guiding customers to the best deals available, putting the power in their hands to explore options which suited them best.


By understanding the entirety of the customer journey and focusing on those critical touchpoints and services customers value most, Energia has driven engagement, reduced inbound call centre activity, improved customer satisfaction and reduced churn – as customers access easy payments, meter reads, account management and moving home, whilst leveraging the benefits of preferential accounts and loyalty schemes.

DESIGN

Digital Experience Optimisation


The Energy Online experience was designed to provide simple, intuitive access to customer’s account information, helping them access services and benefits on any device, on web or via the Energy Online Apps on IOS and Android.


The experience is rich and tailored for customers based on a range of factors including fuel types, package, loyalty and usage. Underpinning that experience with personalised messaging, prompts and how to guides – empowering customers to take control of their account on their preferred device, at their preferred time.


To support this, the platform is underpinned by Episerver Content Cloud – enabling Energia Group’s teams to personalise, adapt and optimise the experience for customers at different stages of the journey and with differing requirements. It also supports effective messaging and promotion of key campaigns and product updates or releases.

INTEGRATIONS

Smart Data

 

Delivering a personalised experience and supporting key account actions such as meter reads, payments, energy usage statistics relied on integration and data synchronisation to numerous line of business systems including Oracle Customer Care & Billing, Eckoh Payments & Qliksense analytics. As part of Energia Group’s “One Digital Platform” initiative, we’ve leveraged these applications and their rich data sets to deliver on the customer experience.

 

PARTNERSHIP

Supporting the Group

 

We’re proud to have supported Energia Group for over 5 years as they continue to transform the services they offer and how they offer them. Digital services and technologies play a pivotal role in helping Energia leverage their investments in wind energy, smart technologies, and growth strategies across the island of Ireland.

Here are just a few of the highlights of our journey so far:

  • Corporate, customer service and acquisition websites for Power NI, Energia & Energia Group
  • Energy Online customer portal for both Power NI & Energia
  • Digital experience, content management and ecommerce platforms powered by Episerver Digital Experience cloud
  • Research and Development initiatives focused on voice technologies, smart metering and device integration
  • Customer journey mapping, experience strategy and design supporting alignment and focus on customer centric outcomes

THE FUTURE

Roadmapping Success

 

Energia Group are leading the way in green energy production in Ireland. Digital technologies, devices and experiences are key to unlocking effective green energy consumption and enhanced customer experience, leveraging Smart homes and technologies to serve customers intelligently, cost effectively and to support a greener future.


Made to Engage are proud to play our role as one of Energia’s leading digital partners. After over 5 years working together, we partner more effectively than ever to define the future role of digital experience for Energia Group’s customers.

Let's talk

Want to discuss a project with us? Touch base with Katrina! Just fill out the form and she’ll get back to you as soon as possible.

Katrina O'Hair

Account Director

Made to Engage

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Introduction