Empowering ENWL users to self-serve and achieve a 93% CSAT satisfaction rate

Background

ENWL's previous application process resulted in a lot of time being spent, both from the customer and ENWL, hand plotting on maps to calculate costs and plan the subsequent works to create a customer's new electricity connection.

This process previously took around an average of 3.5 days to complete and had the added complexity of a lack of consistency with pricing for customers.

Business Drivers

To improve customer satisfaction, enhance the efficiency of the sales process and create an engaging and effective tool for both staff and customers, Mando Group worked with ENWL to produce three clear user journeys:

• New connection – creating new connections for new-build properties;
• Service alteration – like moving a meter;
• Disconnection – when a property is being demolished

Solution

ENWL’s new ‘Connections’ service streamlines a long, paper-based service, keeping things simple for the customer and handling complex integrations with multiple back-end technologies.

The customer’s address is validated by postcode lookup, then directs to the showcase functionality within the portal – the mapping tool. Here, the customer locates their property, indicates its boundaries, and plots where they want the connection, picking up the relevant mainline cable.

Outcome

The Connections service has helped ENWL reach key goals by delivering outstanding customer service through a simple, intuitive tool. Customers stay within their preferred channel and always know where they are in the application process. The system boosts self-service and satisfaction, while also making the sales process more efficient. By collecting accurate data upfront, it reduces errors and streamlines every application.