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Electricity North West hires Mando to light the way to a digital platform

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By Jessica Davis, Consultant Journalist

September 19, 2016 | 3 min read

Regional electricity distributor, Electricity North West, has selected digital agency Mando to help transform the way it communicates with customers.

Responding to growing customer expectation of multi-channel communication, Mando are set to redesign the company’s online experience as the next step in raising its profile. Mando’s engagement is part of Electricity North West’s ongoing agenda to ensure all aspects of the business match the company’s core values: 'to delight customers with everything we do' and 'to champion innovation to constantly challenge and improve', while building on a reputation as a highly efficient network operator.

Mando is delighted at the opportunity to collaborate with Electricity North West and the project marks the start of an ongoing digital partnership with a bright future. The new website will replace and improve key functionality, enabling the energy distributor to offer improved support to their customer base through digital channels during a programme of works.

The new experience will offer customers a dynamic and interactive digital service and will support customers at their point of need: requiring help during a power cut. Customers will use simple online channels to find out who their energy supplier is, report faults and follow energy supply updates on emergencies, repairs and planned work when sections of the grid are expecting outages.

Michelle Lewis, head of communications and stakeholder engagement at Electricity North West, said: “We provide a vital service to millions of people across the region and we want to make sure that all our customers and stakeholders can get the information they need as easily as possible, whenever they want it. Whether it’s finding out about power cut updates during severe weather or getting a new connection to the electricity network, we’re confident that appointing Mando as our digital partner will help us help deliver a class-leading online experience for our customers.”

Mark Simpson, client services director at Mando, said: “The ambitions of the Electricity North West team to improve customer experience using digital channels really resonated with us. We look forward to working with them to evolve the digital culture in their organisation, adopt best practices in terms of processes and systems, and deliver market-leading digital experiences to their customers.”

Electricity North West’s new digital offering will enhance customer satisfaction rates; with ninety percent being domestic users, it is essential that their website is easy to use, responsive and fit for the future as demand for electricity continues to rise.

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