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Water Corporation has transformed its disparate information and systems to deliver a concise and seamless experience. Fast COVID-19 action helped many customers under financial stress.
Challenges
- Maintain website as the key source of truth for 1.3M customers; 2.65M visitors to access content, products and services
- Bring three separate sites/portals together to meet customer expectations & serve business needs
- Respond to additional demand for financial help following COVID-19 crisis
Solutions
- Sitecore Experience Manager (XM)
- Sitecore Experience Platform (XP 9.2)
- Sitecore Experience Database (xDB)
- Sitecore Email Experience Manager (EXM)
- Path Analyzer
- Sitecore Marketing Automation
- Sitecore Experience Analytics Tools - xAnalytics
- Sitecore Services
- Integrations include:
- Microsoft Azure PaaS
- webMethods
- Internal systems (billing, water usage etc.)
Results
- Increased traffic by 28% and time on site by 14% with 48% more pages per session
- Improved ease of use and access
- Drove down cost to serve, through less demand on call center resources
- Improved engagement with 24% more log-ins
- Self-service transactions up 29%
- Raised positive rating for content from 39% to 77% over a month
- Simplified key functions: e.g. account balance requests which was used 33K times after launch
- Ensured a swift, efficient response to COVID-19 with introduction of additional financial services; 90% of requests fielded online rather than by phone.
Platinum Solution Partner
Now, more than ever, the customer experience lies at the heart of business growth. It drives differentiation. Competitive advantage. Loyalty. By innovating your digital experiences, Insight Enterprises will help you drive differentiation and loyalty. Through their rich, data-driven insights and creative mindset, Insight Enterprises develop new revenue streams and help you monetise existing ones.
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