Case Study

AGL Using Digital to Differentiate

Australian Leader (AGL) Delivers a Differentiated and High reduce customer turnover and to Value Digital Customer Experience implement new strategies to retain their already strong customer base. As 's leading diversified energy Energy efficiency via a utility, Australia Gas & Light Company Concurrent to this, Smart Meter personalized online experience. (AGL Energy) provides 3.5 million technology was being developed and customers with gas and , and is was subsequently mandated to be rolled The key to achieving this was to develop the largest privately owned, operator and out to every household and business in more value added relationships with developer of renewable generation the State of . Smart Meter customers and ensure that customer assets. technology reports energy usage back engagement was strong. Avanade and to the grid at half-hour intervals Accenture were chosen as the preferred Business situation providing the potential for usage to be providers to help AGL implement a tracked and monitored for efficiency solution to differentiate its customer Deregulation in the energy sector in 2001 and cost saving purposes. service offering. The solution needed to paved the way for a number of new provide engaging services to customers energy utilities to enter the market. AGL For leading retailers like AGL, even by the creation of a data-rich, was now trading in a more dynamic and though this new climate meant that personalized, online customer competitive marketplace. This new customer churn was at an all-time high, experience. It was also important to economy benefited customers by greater it also presented opportunities provide tools to make easily available choice of retailers and more flexible cost unprecedented in the industry. In a the data captured by Smart Meters to saving options. High customer turnover highly competitive market AGL knew enable customers to make informed followed and demands for more efficient that it needed to compete not on price decisions about their energy usage. modes of energy production increased, alone. Therefore, to ensure it retained as customers looked to retailers to its leading position, AGL sought to provide green energy offerings and more differentiate itself from competitors to sustainable cost effective solutions. Case Study

Avanade solution

A data-rich, personalized, online customer experience.

The project involved a number of Existing self-service technology was This feature was accommodated by solutions. The first was to build a migrated to the Sitecore in Azure building an SAP platform that could common platform that could meet both platform, so customers can easily pay read, create structure and pull meaning internal and customer-facing needs. This their bills, view their account activity or from the data capture that was useful to involved consolidating 50 independently plan for a house move. customers. managed business websites into one consolidated platform. Avanade Responsive web design, with layouts “Adopting Agile seems to be the only helped identify the functions and the optimized for mobile means that AGL practical approach to managing the requirements for each site to ensure all customers can access the site from rapidly changing, evolutionary nature needs would be met. Using Sitecore anywhere and perform these and other of Digital” Nigel Page, AGL Digital technology allowed AGL to leverage its activities whether they are using a Lead existing investment in Microsoft laptop, tablet or smart phone. The technologies, and take advantage of a identity services that are available in Speed to market was a critical factor in feature rich platform complete with Azure enables customers to log in to the success of the overall project. By customizable elements to make the their account with a single click using employing Agile Project Management solution fit for purpose. their Facebook or other social media methodology, Avanade ensured that the credentials. solution could be rolled out quickly. The solution also included using Through a series of frequent releases, Windows Azure cloud technology to run A key feature that Avanade and the AGL team was able to have a strong the Sitecore-based solution, again to Accenture included in the solution was understanding of how the project was maximize AGL’s existing investment the ability to pull in Smart Meter data to progressing. This allowed for changes in Microsoft technologies. Cloud provide personalized, real-time energy and modifications early on and technology facilitates efficiencies and usage data to customers. This would transparency ensured the right scalability ensuring the stability of the enable them to better understand their expectations from all stakeholders. platform supporting high activity at energy consumption, helping them peak times. lower their costs and maximize energy efficiency. Case Study

Results realized quick link is the site’s second most used link, suggesting customers value the New platform delivers 47% click opportunity to easily pay their bill By delivering personalized, actionable energy information to its customers, AGL throughs to energy plans and a online. The site is more accessible overall, loading up to 40% more quickly, has boosted customer engagement, 29% increase in mobile supporting a smooth user experience retaining existing customers and conversions plus effective search engine attracting new ones. Mobile access has optimization. opened new doors to on-the-go, busy The highly streamlined solution customers who value the chance to delivered by Avanade and Accenture Award winning solution connect via smart phone. has meant significant gains for AGL. The solution, a responsive, innovative By developing an integrated platform The new platform offers customers Sitecore in Azure cloud solution, won with strong design and scalable cloud personalized usage reports and Sitecore’s Site of the Year 2013 award in technology, the new AGL website is 24-month energy management plans the two categories: Best Customer/User nimble and responsive, and can quickly enabling them to choose how to Experience and Best Azure Site. accommodate changing requirements manage their energy consumption. As a Accenture & AGL won SAP Customer and market demands. In a crowded, result of these new features home page Excellence Award for the My AGL IQ competitive energy market, Avanade and visitors are 47% more likely to go Energy Management Portal, which pulls Accenture have helped AGL differentiate directly to AGL’s energy plans page to data from the Smart Meter and packages itself by a real-time, on-the-go ability to consider AGL as their energy provider. it in a meaningful way for customers. deliver meaningful data and help customers choose wisely, when and how With their site optimized for mobile, they use energy. AGL is seeing a 29% increase in mobile conversions with an increase in mobile visitors overall. The new “pay your bill” About Avanade North America Asia- Pacific Avanade is the leading provider of innovative Seattle Singapore digital and cloud-enabling services, business Phone +1 206 239 5600 Phone +65 6592 2133 solutions and design-led experiences, delivered [email protected] [email protected] through the power of people and the Microsoft ecosystem. Majority owned by Accenture, South America Europe Avanade was founded in 2000 by Accenture LLP Sao Paulo London and Microsoft Corporation and has 29,000 [email protected] Phone +44 0 20 7025 professionals in 23 countries. 1000 Visit us at www.avanade.com. Africa [email protected] Pretoria ©2017 Avanade Inc. All rights reserved. The Phone +27 12 622 4400 Avanade name and logo are registered [email protected] trademarks in the US and other countries.