Empowering ENWL users to self-serve and achieve a 93% CSAT satisfaction rate
Creating an applications tool to streamline Electricity North West’s customer connections to the grid.
Highlights
- Reduced application time for a new connection from an average of 3.5 days to 20 minutes
- Provided customers with accessibility to a quotation 24/7/365
- CSAT score for the 'Connections' tool has delivered a 93% 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
- 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
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