Nationally award winning digital agency, Equilibrium, in September unveiled the newly re-vamped Western Power website, complete with improvements set to transform the way the energy provider engages with the Western Australian community.
Equilibrium’s Digital Director, Stephen Dodge says “Handling customer issues online might seem like a logical addition to traditional call centers, but done well, it represents a paradigm shift in customer satisfaction.”
Western Power are among many big brand providers embracing augmented, multichannel customer care online, complementary to existing, traditional service channels.
“The Western Power website is, at its core, a Western Australian community asset accessed by a diverse user base: from Mum and Dad at home through to small business and big industry, on a daily basis.
“So the priority, and challenge, of the project was transforming the information architecture in a way that effectively serves each stakeholder group and their discrete, unique set of needs.
“From here we were able to build a website where it is possible to empower each group to “self-serve” online providing another effective avenue for Western Power to service their customers.”
An important part of the site’s redevelopment was to improve the way end users access information during planned and unplanned power outages; events that understandably drive spikes in phone traffic.
Western Power, Executive Manager, Customer and Corporate Services, Simon Walsh said, “We are constantly looking at new ways to enhance the user experience and deliver customers information in ways that suit them.
“This new website puts the control in our customers’ hands by delivering essential power outage updates and other online services to any device, which means you can access content when and where you want to.”
Mr Dodge added, “We want to encourage users to go online before they pick up the phone, so the new, predictive website supports an extensive information base meaning all users can now find answers to their questions quickly and intuitively.
“Further to this, a huge amount of work went into development of real time, power outage feeds featuring an interactive map. It is the first of its kind in WA, the map allows users to track outages geographically and provides an estimation of when power will return.
“Knowing full well that during power outages users will gravitate to mobile for answers, we invested extensive work to ensure a market leading mobile experience,” he said.
With the website likely to receive a very large number of hits in a short space of time, Equilibrium also worked with Microsoft to setup a sophisticated load balance environment to ensure quick load times and stability during peak periods.
Mr Walsh added, “Our team has worked closely with Equilibrium to deliver a website that benefits all of our customers. Like any website, it is a constantly evolving tool and we will continue to optimise the site as customer needs arise.”
Equilibrium Managing Director, Warren Gibbs added the new website is now better equipped as a go-to resource for the whole community.
“Brands with strategic online customer care typically see considerable benefit, not just in the form of lower costs from taking some pressure off call centres, but they also achieve enhanced customer satisfaction, richer differentiation and higher brand advocacy.
“This was a complex project in so much as it was essential we create something the whole WA community will find useful and we believe we have effectively met that need, and some!
“The site is an important tool for Western Australians and we’re thrilled to have had the opportunity to contribute to it,” said Mr Gibbs.
Western Power website
For more information contact: