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.
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.
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