Orbit Energy is a new company intent on disrupting the energy industry. Billed as “the energy people who help you get on with life,” Orbit Energy develops products and technologies that power services and solutions that reduce the time, energy and thought customers put into managing their energy account. As a new entrant into an already crowded UK energy market, Orbit Energy differentiates from the competition by using technology to transform how the company engages with customers.
Orbit Energy had a CRM platform to support core transactional functionality, but knew it needed to own the customer experience as well. The company sought to develop a customer portal with an industry leading user interface. Developing a site on the Acquia Platform provided a fast path to launch a full-service site.
Orbit Energy consultancy Cohaesus worked under especially aggressive timelines to bring a new customer experience forward, working through significant integration work and meeting the requirements of a highly regulated industry. Core business goals for this project aimed to use technology to reduce friction for new and existing customers. If customers had to resort to picking up the phone, the project had failed.
Cohaesus developed a customer website and portal for Orbit Energy that featured a customer-centric, cutting edge design. It integrated its CRM solution and Drupal through open APIs available in the Acquia Platform to provide a range of services from obtaining quotes to reporting meter readings.
With Cohaesus working in partnership with Orbit Energy and its technology vendors, the team succeeded in launching the initial site in a mere 16 weeks.
Since launch Orbit Energy has maintained a five-star customer satisfaction rating on TrustPilot, with customers citing ease of use as a benefit. The site outperformed initial expectations, with 20 percent of new customers gained through the new channel, achieving conversion rates of 8.14 percent on its rate quotes. Orbit Energy also streamlined customer-submitted meter readings, allowing them to be delivered via mobile device cameras and through standard forms, achieving 72 percent of customers submit a meter reading within one month of it being due.
The “crawl, walk, run” approach that Acquia advised for the project helped Cohaesus launch its initial site quickly and provide a clear roadmap to expand into personalization and customer journey orchestration as business grows volume.