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ENERGY & UTILITIES

Customized Tool Enables Utility Customers to Select Energy Rates Online


The Challenge

Across the Europe, Middle East and Asia (EMEA) region, our utility client supplies energy to over 1.9 million buildings—from single-family homes to large industrial clients. The business model in the current energy market is all about the “land” grab: Consumers are increasingly less brand loyal, and they can easily switch to a competitor. Securing new business and retaining existing customers requires innovative approaches to gain a competitive advantage.

To meet this challenge, they chose to distinguish itself through excellent service supported by a responsive online platform. That platform would address a wide range of customer preferences, including low monthly cost, sustainable energy, hands-on assistance and no-contact options. In addition, the platform would reflect the company’s “in good hands” positioning and ensure clear brand recognition.


Our Approach

Mirabeau, a Cognizant Digital Business, collaborated with this utility company to develop a new online platform. The process involved numerous user tests, and not only is the resulting platform perfectly in line with the wishes of today’s consumers but it also meets every customer’s specific needs.

For this reason, Mirabeau created a brand-new Product Selector. This customized tool lets customers choose how they want their electricity or gas delivered as well as the rate that best fits their budget. At every step, it is clear to their customers how the price of an energy product is calculated and that they are in control of the experience. This change may seem simple, but it has had a great impact on the company’s daily business.

Building the new web user experience also involved Episerver, a commerce solution with a high-quality integrated content management system (CMS). Along with the new platform, this combination offers customers an exciting, consistent experience across different devices and visits.

Customization Increases Customer Satisfaction

By putting customers’ needs ahead of the product, they have personalized each user’s energy products with ease. Energy serves mankind, not vice-versa—just as the internet serves mankind, not vice-versa. With this site redesign, we have set the stage for an online platform that optimally serves the customer. The brand proposition is clear, too.

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Strengthen loyalty

user-driven customizations differentiate the brand

Personalize product

options populate dynamically, based on user behavior

Quick content launch

integrated CMS displays content on one screen across devices


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