Economy Energy receives over 1 million visits per month, including 500,000 registered customers accessing their bill payments, account queries and 1000 inbound sales enquiries. 

Why we were engaged?

The incumbent system struggled with customisation around Economy Energy’s quickly scaling internal processes and lacked integrations with customer service, sales and finance systems. 

Imobisoft was engaged to craft and deliver the end-to-end solution to enable full visibility and insight on every customer interaction whilst reducing administration burdens on the Economy Energy team.

What we did:

We chose the enterprise-grade Umbraco CMS  and via custom-built API’s integrated with a number of external systems such as billing, CRM and communications. Our roadmap defined an end-to-end web solution that was effective, secure and reliable whilst delivering on the customer experience expected by digital native consumers.

Smart integrations

Integrations from the backend of the website to the sales team CRM system means that leads were automatically allocated and assigned, with lead status feeding into management when needed

Improved customer experience 

Customer experience was tracked at every step of the sales process, from the first call through to installation. Difficulties at any step of the process were logged and audited directly from the website interaction

Delivering insight

Insight was delivered to the leadership team, giving feedback on customer engagement trends and enabling performance to be better understood

Business outcomes:

• A highly secure and reliable site that served the growing needs of economy energy
• Improvement of customer satisfaction and reduced number of calls to their customer service team
• Efficiencies identified drove further product development via a mobile application