Empowering ENWL users to self-serve and achieve a 93% CSAT satisfaction rate

Written by Scott Rumsey | Apr 27, 2023 11:50:47 AM

Creating an applications tool to streamline Electricity North West’s customer connections to the grid.

Highlights

Reduced application time for a new connection from an average of 3.5 days to 20 minutes
Provided customers with accessibility to a quotation 24/7/365
CSAT score for the 'Connections' tool has delivered a 93% satisfaction rate

Background

ENWL's previous application process resulted in a lot of time being spent, both from the customer and ENWL, hand plotting on maps to calculate costs and plan the subsequent works to create a customer's new electricity connection.

This process previously took around an average of 3.5 days to complete and had the added complexity of a lack of consistency with pricing for customers.

Business drivers

To improve customer satisfaction, enhance the efficiency of the sales process and create an engaging and effective tool for both staff and customers, Mando Group worked with ENWL to produce three clear user journeys:

New connection – creating new connections for new-build properties;
Service alteration – like moving a meter;
Disconnection – when a property is being demolished

Solution

ENWL’s new ‘Connections’ service streamlines a long, paper-based service, keeping things simple for the customer and handling complex integrations with multiple back-end technologies. The customer’s address is validated by postcode lookup, then directs to the showcase functionality within the portal – the mapping tool. Here, the customer locates their property, indicates its boundaries, and plots where they want the connection, picking up the relevant mainline cable.

Outcome

The Connections service has achieved several ENWL objectives, providing excellent customer service with a clear and easy-to-use tool that keeps the customer within their channel of choice and their position within the application process.

The system has increased self-service and customer satisfaction while simultaneously improving the efficiency of the sales process. It ensures complete and accurate data is captured at the time of application to reduce errors later in the process.

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