ENGIE

The Client

ENGIE is a global energy player with over 97,000 employees across more than 30 countries. The company serves over 650,000 electricity and gas customer accounts across Victoria, South Australia, New South Wales, Western Australia and Queensland. The company’s website allows customers to manage their accounts, pay bills, and access support resources.

The Situation

The utilities industry is heavily regulated, and content needs to be updated regularly. With this in mind, ENGIE needed to modernize its website to improve user experience and accessibility. One of its business objectives was ensuring that content updates could be done easily without downtime, avoiding long deployment windows or outages. 

The organization also needed a platform that could integrate with other backend applications, ensure website security, and provide flexibility to test and implement changes to increase conversion rates.

The Challenge

ENGIE faced numerous challenges on its journey to optimize its digital experience:

1. Flexibility to customize for customer journeys and content
2. Small deployment windows
3. Security concerns
4. Limited resources

The Solution

ENGIE partnered with Wipro for technical implementation, HardHat for UI component design, and Conversion Kings for rate optimization and analytics. Together, the teams successfully revamped the ENGIE website using Acquia's suite of tools and technologies:

Acquia Cloud Platform with Drupal: ENGIE implemented this powerful content management system as the foundation of their new website.

Site Studio (Cohesion): Acquia Site Studio’s out-of-the-box capabilities allowed ENGIE to develop a responsive website that adapted seamlessly to various screen sizes, enhancing the user experience for desktop and mobile users. Site Studio's intuitive drag-and-drop interface simplified content management tasks, allowing marketing and business teams to update content, upload documents, and publish news articles without development support.

Acquia Search: This technology powered a help center with robust search capabilities, making it easier for customers to find relevant information.

Acquia Edge: This solution helped ENGIE secure the website against OWASP (Open Web Application Security Project), Bot, and DDoS (Distributed Denial of Service) attacks.

The new website incorporated user-centric features like:

• Secure bill payment portals integrated with external payments gateway - Pay My Bill
• Electricity and gas plan checkouts for new and existing customers
• Integration with an internal quoting engine that allowed customers to sign up for their utility plan via their mobile or desktop using an agent-provided link during the checkout process
• Customer support chat
• Web forms intended to generate leads and also used by customers to contact internal support
• A help center with robust search capabilities implemented using Acquia Search

The Results

The project achieved business and digital goals:

Help Center improvements: The Help Center on the website is continuously improving to meet customer needs. This section acts as a crucial communication channel, allowing ENGIE to answer frequently asked questions without customers needing to call the Customer Support team. 

The transition to Acquia Cloud Platform with Drupal has made the Help Center more dynamic and responsive. Business teams can now update content within hours without relying on developers. This flexibility allows ENGIE to reorganize topics so that the most important appear at the top, keeping the Help Center relevant and aligned with customer and business needs.

Help Center engagement: ENGIE’s Help Center realized a 61.56% increase in active users, a 30.64% rise in customers viewing it, and a 28.76% increase in click events. This demonstrates that customers are actively using and engaging with the available resources, aligning with ENGIE's goal to encourage customers to use this area for support.

Payment processing: Visits to the "Pay My Bill" page increased by 47.31%, allowing more customers to pay online through the website.

Overall customer engagement: Customer engagement improved, with 914K customers accessing the website monthly. The number of active users increased by 26%, and the average time customers spent looking for something on the website decreased by 28%.

Enhanced communication capabilities: Content teams can create alerts and messages in the Help Center and on the homepage, allowing ENGIE to communicate promptly when critical updates or issues arise.

Campaign management efficiency: Business teams have successfully built campaigns that included adding banners to two pages, designing and implementing product offers, and creating a new landing page and forms — all without requiring assistance from the development team. Previously, such a project would have taken an entire sprint (15 days), but now, ENGIE business teams can execute campaigns in a few hours. This helps ENGIE stay more competitive, increase its conversion rate, and adapt more quickly to market changes.

Improved security: Acquia Edge has helped ENGIE secure the website against OWASP, Bot, and DDoS attacks. Every month, ~2% of total requests have been found malicious and were successfully mitigated by Acquia Edge.

These achievements highlight the project's success in enhancing the company’s business operations as well as the digital experience for customers.