NW NATURAL
A New Utility Services Portal Decreases Customer Support Complaints for Pacific Northwest Residents
NW Natural is Oregon’s largest natural gas utility, with more than 2.5 million customers worldwide. The company is responsible for distributing natural gas to commercial and residential sectors.
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- Sitecore
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- Angular
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- HTML
Oshyn makes it easier for Pacific Northwest residents to change their utility services online.
The Challenge
NW Natural needed a better way to manage residential gas service for its customers. It wanted a user-friendly form that would improve the residents' experience by allowing them to start, stop, or transfer their natural gas service from the comfort of their homes.
NW Natural initially contracted another agency to build the website, but they encountered issues with the form's inability to be intuitive enough to meet customer needs. These included address lookup failure and other user experience issues. To help them solve these problems and improve the customer experience, Oshyn, their Sitecore support agency of choice, was contracted to re-design the form.
The Solution
NW Natural selected Oshyn due to its experience working with Sitecore and extensive track record of building engaging websites.
Oshyn provided design support to determine the feasibility of the new designs. They then created a new page enabling NW Natural customers to start, stop, or transfer their residential gas service and included an easier option for paying for those services. The NW Natural marketing team would also be able to collect more data about the residences and account holders to personalize their service experience.Oshyn integrated OneTrust to facilitate cookie consent management and Google Map APIs to validate customer addresses. This would ensure that the new page worked seamlessly with NW Natural’s existing backend systems and met regulatory standards.
The Outcome
Since launching the new portal, Oshyn has made life easier for Pacific Northwest residents who can now change their utility services online. For NW Natural, technical support emails and phone calls regarding customer accounts have decreased significantly. Customers can enjoy a more user-friendly experience, and the NW Natural team has more time to focus on new marketing initiatives.
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