The Problem.
The Energia Group's existing account management system was outdated and suffered from poor usability, resulting in a high volume of support calls from users to update and manage accounts and submit meter readings.
The high volume of calls was costly and put stress on the busy call centre and support staff. Energia identified this issue as a top efficiency saving and approached Made to Engage to modernise online account management to give their existing customers more confidence to self-serve, and create an intuitive switching experience to encourage customer growth.