WHAT THEY SAY
“Enigma’s friendly yet purposeful, collaborative approach is excellent. They put the customer experience improvement we want to deliver at the heart of their thinking.
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 at Northern Powergrid
Northern Powergrid’s commitment to using digital effectively is part of their wider commitment to providing industry leading customer service across their entire business. They trust us to ensure that their website is the industry leading centrepiece of the company’s digital strategy for the future.
WHAT WE DID
Northern Powergrid’s main corporate website is at the centre of the digital strategy that we work with them to develop. The site has been produced from the ground up with customers in mind.
A key part of this process was listening to customer’s feedback and making sure that the site reflects that valuable input.
The user experience starts with a pared back, customer-focused menu based around a set of clear, service-driven icons to help users find their way around. A search tool carefully classifies results, to help customers reach the service or content they need more quickly.view live project
A service directory pulls all of the services Northern Powergrid provide into a simple, searchable directory, again with icon based navigation. This includes bespoke applications that Enigma have built for Northern Powergrid including a report a problem application, postcode based supplier lookup, online booking system and power cuts information system.
WHAT WE ACHIEVED
70% of online customers use self-service tools
Classified as part of critical national infrastructure
8 million customers
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