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  • Digital Transformation For Major Utility

    • Northern Powergrid have trusted us as digital partners since 2002
    • We built and maintain this utility company's industry leading website and digital applications
    • As part of the critical national infrastructure everything we build is customer focused and extremely robust

    What they say

    “Enigma’s friendly yet purposeful, collaborative approach is excellent. The success of projects of this type is as much about Enigma engaging our team on the positive, yet challenging, impact of change on our business, as it is about delivering the web solution itself.”

    John Barnett, Commercial Director, Northern Powergrid

    The Ambition

    When Northern Powergrid approached us they wanted a partner that would help them provide industry leading digital solutions. Their ambition was to provide online customer service that wasn't just the best in their industry but the best in any industry.

    What we did

    We have worked with Northern Powergrid since 2002 in that time we led their digital transformation and are now their trusted digital partner.

    We built and maintain their main site, customer self-service portal, critical communications applications and intranet. Together we work to a digital strategy that encompasses a wide programme of work to ensure that Northern Powergrid continue to lead their industry.

     

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    What we did
    Northern Powergrid devices

    Digital Commitment

    Northern Powergrid's main corporate website is at the centre of the digital strategy that we have developed in partnership with them. The fully responsive site has been produced from the ground up with customers in mind. As a result over 75% now choose to self-serve online reducing load on contact centres.

    Digital Commitment

    Customer service

    Northern Powergrid’s commitment to using digital effectively is part of their wider commitment to providing industry leading customer service across all of their business.

    Customer Service image

    Report a problem

    As well as websites we have built a number of customer focused applications including a powercut checker and an application to allow customers to Report a Problem. The application as been designed to make it quick and easy for customers to report issues they come across. This has led to an increase in the number and quality of reports while also decreasing contact centre load - win win!.

    Report a Problem image

    Internal communications

    It’s not just external facing developments that we've transformed either – we’ve worked with Northern Powergrid to make sure that their internal communications are some of the best in their industry too. One of the significant areas where we have done this is via The Grid, Northern Powergrid’s intranet.

    Internal Communications image

    What we achieved

    Highly commended for Best Consumer website by Corporate Comms Magazine's Digi awards

    Highly commended for Best Consumer website by Corporate Comms Magazine's Digi awards

    Silver for Best Use of Digital at the CIPR PRide Awards

    Silver for Best Use of Digital at the CIPR PRide Awards

    Providing online customer service for Northern Powergrid's 8 millions customers

    Providing online customer service for Northern Powergrid's 8 millions customers

    Start a Project

    Would you like to do a project like this with us?

    Newcastle

    +44 (0) 191 261 2991

    newcastle@enigma-interactive.co.uk

    London

    +44 (0) 20 7183 5738

    london@enigma-interactive.co.uk