A Spanish electricity supplier was looking to improve its online platform to help meet customer needs, appeal to more customers, and enhance business growth. As a strategy to differentiate themselves from the incumbent market leader and boost their current customer base, the client decided to develop a world-class customer interface featuring fully automated self service.
KEY OBJECTIVE: CREATE A WORLD-CLASS USER INTERFACE TO APPEAL TO CUSTOMERS AND BOOST GROWTH.
What we did
Generating this engaging customer experience required the seamless merging of two distinct layers of development. First, we conducted a full review and redesign of all processes that would require automation; which included customer onboarding, collation and aggregation of energy usage, generation of billing history breakdown, service status and coverage map information updates. This approach of process scoping, process mapping and automation, enabled us to automate each of these tasks.
We then worked with the UI/UX team to build the front end layer of development, which included both native mobile and web applications. This presentation layer was vital for exposing the automated processes to users in a crystal clear way and removing all friction from the user experience.
This is a fantastic example of why weaving front end experiences with the underlying process automation is essential for substantially enhancing customer experiences.
Our approach included a combination of production and automation that ensured data was used to show users exactly what they needed to see at the time they needed it. This created a UI that took full advantage of the underlying process automation to significantly enhance the customer experience.
To ensure the effectiveness of this solution, we incorporated a range of technologies and development approaches:
Single Business Logic Core_
The project was built upon the solid foundations of a single business logic core that controlled all of the automated processes. This allowed the client to determine how data is created, stored or changed within their system and easily automate new processes for future offerings, promotions and services.
Working with the UI/UX team, we streamlined processes, introduced modern architectures and deployed faster, lighter technologies – all of which significantly improved data availability and the user experience. For example, we reduced how soon customers were able to see their electricity usage from 24-48 hours to less than an hour.
ENHANCED EXPERIENCES INCLUDE ALLOWING USERS TO SEE ENERGY USAGE IN LESS THAN AN HOUR.
Mobile & Desktop Ready_
At the presentation layer we gave users the widest possible access to the new experience from the device of their choice. We built dedicated Native Mobile Apps (iOS & Android) and full desktop Web interfaces. Although customized to fit the navigation and expectations of the user and their device, each experience took advantage from the same connection and exposure to the underlying automated processes.
With the new online portal in full working production, customers are able to enjoy an industry-leading user experience that meets their demand for convenience, enhanced visibility of energy usage, and simplified the view of account data.
INDUSTRY-LEADING USER EXPERIENCE HELPED THE SOLUTION WIN BEST BUSINESS AWARD IN SPAIN’S LARGEST FINANCIAL NEWSPAPER.
For the client, this improved satisfaction helped them appeal to more customers and grow their business. Modern software architectures enable cost-effective change management and ongoing maintenance. By addressing market dynamics through process automation, they are able to reduce both cost change and operational expenditure. The success of the project resulted in the application winning a National Award from one of Spain’s largest financial newspapers for Best Business.
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