Accelerating TalkTalk Business' order processing times by 400%

Background

TalkTalk Business stands out as one of the UK’s fastest-growing B2B telecoms providers, delivering a full suite of business-grade solutions - covering internet, data, voice, and mobile - to 180,000 businesses, public sector clients, and over 800 partners.

They needed a new website that could showcase their brand and make the customer journey simple and seamless.

Business Drivers

After their recent rebrand, TalkTalk Business set out to launch a standout website that truly reflected their distinct identity. The new site needed to clearly separate the business brand from TalkTalk’s residential arm, boost brand awareness, and drive customer interest in their products.

Above all, the goal was to create a streamlined experience - making navigation effortless and ensuring users could find what they needed quickly. Plus, TalkTalk Business wanted deeper insights into how customers interact with the site.

Solution

We carried out in-depth customer research and worked closely with stakeholders from every product area to design a website that truly meets user needs. This research drove a major update to the sitemap, streamlining how content is organised.

By building a clickable prototype, we turned ideas into something tangible - showcasing key features and engaging stakeholders in the process. We completely redesigned the homepage and main landing pages, cutting clutter and shifting the focus to what customers actually want, not just what we sell. Product pages were reimagined as bite-sized, easy-to-read sections for quicker decision-making.

Partnering with TalkTalk Business, we crafted every detail. From the overall look to the smallest UI component. To make things even smoother for users, we rolled out features like:

• Downloadable business case documents
• Line-checking tools that instantly fetch results for any product
• Dynamic comparison tables for clear, side-by-side choices
• A 'Why TalkTalk Business?' banner on every page for quick access to essential info
• Full mobile optimisation for effortless browsing on any device

And with Eloqua’s marketing automation and performance management, TalkTalk Business can now dig deeper into data, attract new leads, and gain valuable customer insights.

Outcome

Since the redesign and re-platform:

• The customer experience has been simplified, and content is now easier to find
• Average monthly page views are up by 8%
• Product pages have seen a 46% uplift in page views