Why we were engaged?

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

Their current system had become obsolete, with a critical business need to upgrade to a reliable and secure web application. Imobisoft was engaged to craft and deliver the end-to-end solution, which would also allow full visibility and insight on every customer interaction. 

Integration with the back-end of Economy Energy’s customer service, sales and financial systems was a necessity and Imobisofts technical expertise meant we were a natural fit to drive the project. 

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.

The benefits:

• 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

Economy Energy received around 1000 inbound enquiries to their website each month, creating somewhat of a headache for their leadership team in measuring the performance of these, as well as delivering a seamless experience for potential customers. Imobisoft were engaged to deliver an end-to-end solution, which would allow full visibility on the path to purchase.

What we did:

– An integration from the backend of the website to the sales team CRM system mean that leads were automatically allocated and assigned, with automation on lead status fed into leadership

– Customer experience was tracked through all team members in the sales process, from first call through to installation

– Insight was delivered to the leadership team, enable trends and performance to be better understood

What were the outcomes?

– Economy Energy won an award for customer service the year after this system was implemented

– Calls into the customer service team dropped with positive feedback from leadership around improved customer experience

Imobisoft is a dedicated technology partner of Economy Energy, developing a number of bespoke applications and mobile Apps.