References

Stedin

Transforming an online
presence into
a customer portal

Connect the brand with its customers

Stedin provides gas and electricity to more than two million customers in the Netherlands.

Stedin only had two channels to interact with its customers and wanted to build a stronger relationship with them via a dedicated digital channel. We helped them rethink their website by bringing customers' questions to the forefront.

Increase satisfaction thanks to a refined digital channel

Digital has transformed customer support. It now enables and empowers people not only to answer their own questions, but also to dialogue more directly with the brand. Direct engagement is a great way to make customers happier and more loyal to the brand.

  • Increase
    the number of customers using the website to contact customer service
  • Nominated
    Website of the year at the Benelux Sitecore Experience Awards
  • 50%
    interaction on the platform are made on a mobile device

Online channels are key to our customers' satisfaction, and I am extremely excited about the new site and the direction we're taking.

Tamar Biersma
Manager of Clients & Associates Stedin

A platform capable to provide a customer service

By using customer research and working with Stedin teams and their call centers, we defined the purpose of the new platform. We worked on-site with the various stakeholders on design and development using an agile approach.

  • 1
    Intuitive

    Easy-to-find information, simple language and tools help users navigate

  • 2
    Team

    A dynamic and collaborative team to conceptualize a solution best adapted to the user needs

  • 3
    Informative

    Relevant content allowing a reduction of requests to the call center

The result:
Dedicated customer service online

The digital platform has become the starting point of Stedin's relationship with their customers.

From timely information to clear answers to their most urgent questions, the website offers faster and more direct responses to customers' needs. A simple and user-friendly website that shifts usage from phone calls to digital first for Stedin customers.