Electricity North West Ltd had a whole new set of customer facing responsibilities having taken these on from United Utilities. A completely new website was required to deliver a new brand identity and a step change in value added services, in line with the new web strategy developed with Sitefinity Platinum Partner Appius. Revenue generating parts of the business needed to be taken to the next level. Audience groups varied from members of the public experiencing power outages and in need of accurate information, to the specialist investment and press audiences focused on this highly regulated part of the UK utilities sector. The site also needed to provide better support for Priority Customers, who have particular dependence on their power supply. These objectives needed to be coupled with improved hosting, monitoring and ease of content management.
The website is now completely content managed, while achieving the agreed level of accessibility. Appius were able to work hand in hand with the client to upload website content and optimise for web and consistent tone of voice. The audit trail for web content changes and ability to recover previous versions of content is important for a key website in this high regulated industry sector.
Various Sitefinity modules have been applied in their ‘out of the box’ form to great effect, and others have been customised and extended to achieve the project objectives. Appius integrated with an XML feed for power outage information and an external postal address file (PAF) service to allow quick access to up to date information on current and planned power outages. This is delivered using a Google Maps based interface but with layers, tooltips and markers. Appius have provided a new set of hosting, monitoring of website and data feed availability and service level agreement.
All website statistics have demonstrated the positive effects of the new website. The figures below demonstrate the immediate impact since launch:
- +20% site visits
- +27% page views
- +48% increase in avg. time on site
- Connections page views increased by 60%
- Views of priority customer pages increased by 10 times