Revamped the Digital Ecosystem of a B2B Utilities Solutions provider to elevate the Customer Experience and encourage Digital Adoption

About the client

Global B2B Utility Solutions provider serving more than 50,000 customers

Problems:

• Inconsistent and sub-par experience across core digital channels (Portal and eStore)
• Limited adoption of digital channels by customers was adversely impacting sales
• A high volume of complaints and negative feedback on the usability and functionality of the solutions

Solution:

Innover leveraged emerging technologies and real-time insights to design an engaging and responsive digital ecosystem that focused on elevating customer experiences and driving digital adaption by identifying key friction points and high-impact areas. The solution enabled:

• Using a powerful combination of proprietary and traditional qualitative and quantitative methodologies, we were able to get to the heart of what customers want and need.
• The data-powered understanding of customer wants, needs and behavior enabled the client to provide a personalized customer experience across all digital channels and touchpoints with an emphasis on usability and functionality.
• The felicitous solution also enabled the business to upgrade its digital maturity from emerging to connected as per the Digital Maturity Model apart from the impressive gains they made on their digital spending.