Revolutionising Customer Experience
Joyce De Smit
Marketer
augustus 30, 2023
Events Partners
Joyce De Smit
Curious about Ferranti’s collaborative achievements with Cloud Energy Software in developing the customer portal at Corona Energy? Join us at BOOST CONNECT on September 26 and 27 in Antwerp to connect directly with the experts. Or read more about it in the blogpost below!
In the dynamic world of business, providing exceptional customer experiences is crucial for success. For Corona Energy, a leading independent B2B gas and electricity supplier, meeting the high-quality expectations of its corporate and SME customers was paramount. As the company underwent rapid expansion and witnessed shifts in consumer behaviour, the need for a new client portal became evident. This short editorial delves into the remarkable journey of developing the Corona Energy Customer Portal, a project that aimed to transform the customer experience, improve retention, and drive growth within the business.
With over two decades of experience in the energy market, Corona Energy has established itself as a prominent and reliable B2B gas and electricity supplier. The company holds an impressive share, supplying approximately 14% of the UK’s industrial and commercial gas market. Through a customer-centric approach and a commitment to excellence, Corona Energy has earned the trust of thousands of end-users across the country.
As Corona Energy expanded its reach and observed shifts in consumer behaviour, the need for a new client portal became evident. The existing system, while functional, could not keep up with the growing demands of the business and its customers. The challenges were significant:
Integration with Third-Party Solutions: The new portal needed to seamlessly integrate with several third-party services, adding complexity to the project.
Tight Timeline: The company faced time constraints in developing the new platform, as the old system remained live during the transition.
User Expectations: With a diverse customer base comprising corporate and SME clients, the portal had to meet the high-quality expectations of every single user.
To tackle the challenges head-on, Experts from Corona Energy and Cloud Energy Software collaborated closely to develop the new client portal. The focus was on leveraging the valuable insights and knowledge of Corona’s 13,000+ customers to guide the technology.
a. User Journey Design: Through meticulous planning and testing, the team designed and fine-tuned each user journey to ensure a smooth and intuitive interface. From one screen to the next, intelligent decisions were made to enhance the user experience.
b. Integration with Third-Party Services: To address concerns about external services impacting the portal’s performance, the team created bespoke interfaces with built-in security measures. This ensured that issues with third-party services would not disrupt the overall portal functionality.
c. Performance Optimisation: The team implemented a minimalistic and responsive design, optimising the entire code stack for improved performance. The result was a beautiful portal that delivered significant performance gains compared to the previous system.
The development of the Corona Energy Customer Portal was a resounding success, leading to numerous benefits for both the company and its customers:
a. Enhanced Customer Experience: With a modern and responsive user portal, Corona Energy customers could enjoy a seamless and hassle-free experience across devices.
b. Mobile Device Compatibility: The portal was optimised for mobile devices, catering to the growing number of customers accessing services on-the-go.
c. Tailored User Journeys: Multiple user journeys were created, ensuring that different customer groups were catered to effectively, thus improving overall satisfaction.
d. Detailed Audit Logging: The portal was equipped with comprehensive audit logging capabilities, providing valuable insights into user interactions and system performance.
e. Streamlined Business Processes: The seamless integration between various business systems improved operational efficiency and reporting across the company.
f. Robust and Scalable Design: The portal’s architecture was designed to be robust, scalable, and capable of accommodating future growth.
g. Fully Automated Deployment: The implementation of fully automated deployment streamlined updates and maintenance, ensuring the portal’s continuous improvement.
As Corona Energy witnesses transformation through the new Customer Portal, the company is eager to share its experiences and learn from industry peers. To be a part of this exciting journey, join Cloud Energy Software at Boost 2023 – an event where businesses come together to celebrate innovation, customer-centricity, and growth.
The Corona Energy Customer Portal is a shining example of how collaboration, innovation, and a user-centric approach can revolutionise the customer experience. With its modern design, seamless integration, and performance optimisation, the portal will not only improved customer retention and satisfaction but also drive growth within the business.
As Corona Energy continues to lead the way in the B2B energy market, the success of its new Customer Portal stands as a testament to the company’s commitment to excellence and continuous improvement. Embracing cutting-edge technology and harnessing valuable customer insights have allowed Corona Energy to create a portal that works for every single user, setting new standards in the industry.
So, let’s come together at Boost 2023 and embark on a journey of innovation and customer-centricity, where businesses can learn, grow, and thrive in an ever-evolving world.
Block your calendar on the 26th and 27th of September! More information about the speakers, timetable can be found here: https://www.ferranti.be/news/boostconnect/ .
Or pre-register via the form below.
Cloud Energy Software creates custom software to help businesses grow and improve their operations. They offer services such as software development and QA testing, data integration & visualisation, cloud solutions and web development.
Formpipe is a software company specialising in output & document management solutions for the world’s leading banks, manufacturers, distributors and service companies.
Solgari enables companies to build rich relationships with their customers and deliver the desired outcome in each interaction.Every colleague gains the ability to be a Customer Experience champion, across Voice, Video, SMS, WhatsApp, Social Media, WeChat, Line and any API-enabled communication channel.
Joyce De Smit
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