Digital Transformation For Major Utility
- Northern Powergrid’s digital partner of choice since 2002.
- A transformative programme of work that focuses on user experience and technology robustness.
- 75% of customers now utilise the self-serve websites and applications.
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 sought a partner who could provide transformative digital solutions. Their aim was not just to improve online customer service within their industry, but to establish a new benchmark of excellence beyond industry norms.
What we did
Since 2002, we've collaborated closely with Northern Powergrid, guiding them through a successful digital transformation journey and establishing ourselves as their trusted digital partner.
Our responsibilities include the construction and ongoing maintenance of their primary website, customer self-service portal, essential communications applications, and intranet. Together, we adhere to a comprehensive digital strategy that spans various initiatives, ensuring Northern Powergrid maintains its industry leadership position.
View live project![What we did]()
![Northern Powergrid devices]()
Digital Commitment
Northern Powergrid's primary corporate website serves as the focal point of the digital strategy we've co-created with them. This fully responsive site has been meticulously crafted with a customer-centric approach since its inception.
The outcome is remarkable, with over 75% of users now opting for self-service online, consequently alleviating the workload on contact centres.
![Digital Commitment]()
![Customer Service image]()
Replicating offline customer service levels online
In addition to websites, we've developed several customer-focused applications, such as a power outage checker and a tool for reporting issues. These applications are designed to streamline the process, making it fast and simple for customers to report any problems. Consequently, we've seen a rise in both the quantity and quality of reports while simultaneously reducing the workload at contact centres—a win-win situation for all involved.
![Report a Problem image]()
Improving internal communications
We haven't just focused on enhancing external-facing projects; we have collaborated with Northern Powergrid to elevate their internal communications to industry-leading standards. A significant achievement in this regard is the transformation of The Grid, Northern Powergrid’s intranet platform.
![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
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