Together with epilot, the digital customer contact point was optimized: As part of a website relaunch, an intuitive customer journey in responsive design was embedded on the website, in which the customer is guided to their desired rate in just a few steps with simple questions. This means that customers of Stadtwerke Gütersloh can book power and gas rates online quickly and intuitively from anywhere.
Now there is more modernity in the commodities power and gas. With their own electricity and gas price calculator, the Power & Gas Journey, customers of Stadtwerke Gütersloh can now choose from a broad portfolio of a total of eight electricity and gas tariffs: including products such as classic, eco or heat pump power and classic or fixed gas. The Power & Gas Journey is now much more customer-friendly, mobile-optimized and tailored to the needs of Stadtwerke Gütersloh. This also includes that it visually adapts to the new website. It features consistent texts, user-centric navigation, emotional imagery, and intelligent checkouts for power and gas, which were created by the agency commissioned with the relaunch in close cooperation with epilot.
Interestingly, the collaboration with epilot has not only influenced the external presentation, but also internal processes: Agile working has now increasingly found its way into the working methods and culture of Stadtwerke Gütersloh, enabling collaboration across all media. For example, Kanban boards such as Trello for the daily prioritization of tasks in the team or Scrum methods have become lived project culture at Stadtwerke. Meanwhile, regular reviews, daily agreements or strategy days to test new methods are also part of the process. All this increases the feedback culture for better and more modern internal and external collaboration.
The process of mass customer business charging infrastructure also became significantly more efficient through epilot: What was previously compiled manually in Excel spreadsheets has been running digitally and more automatically since the introduction of the eCommerce platform.
However, the introduction of epilot was only one building block of the digital realignment: driving the digital transformation culturally and in other channels was also an important aspect. For example, in addition to social media channels such as Facebook and Instagram, Stadtwerke Gütersloh has also implemented the Google Adwords advertising system in order to be able to react agilely and flexibly to different market situations.
