Sitecore Experience Awards
ActewAGL
SEA category: Most sophisticated implementation
Project brief
With the energy industry focused on improving the customer experience and building customer trust, ActewAGL transformed into a holistic energy solution provider, improving business performance, customer engagement and satisfaction.
About
ActewAGL
Energy
ANZ
Products
XP
XM
CHALLENGE
Focus on improving the customer experience and building customer trust
- Shift away from traditional bricks-and-mortar and call-center business model
- Develop a human experience, maintain loyalty, reduce churn and revive brand
- Humanize energy, provide differentiation from competitors, empower customers
- Change premise-hosted website to the cloud
SOLUTION
Solutions used
- Sitecore Experience Manager (XM)
- Sitecore Experience Platform (XP 9.2)
- Sitecore Experience Database (xDB)
- Sitecore Experience Accelerator (SXA)
- Path Analyzer
- xProfile
- Sitecore Cortex
- Sitecore Experience Analytics Tools - xAnalytics
- Integrations include:
- Microsoft Azure PaaS
- VueJS
- 12 internal systems (CRM, billing)
OUTCOME
Enabled customers to access, compare and customize product information fast, easily
- Helped the business move from price-led to a more holistic energy solution
- Improved business performance with reduced cost to serve, low churn rate
- Increased customers’ segment profitability, customer satisfaction and engagement
- Delivered 44% cut in journey loops, 50% cut in journey bottlenecks
- Drove up user sessions 56-fold
- Reduced bounce rate by 3.5%, 4.1% on mobile
- Introduced agility and flexibility for continuous content/function improvement