Airtricity:
Online Sign Up
Challenge
To design, develop and implement an integrated online sign-up facility to move the conversion of prospects to customers to an online medium and facilitate Airtricity's goal of tripling its 50,000 customer base next year.
Solution
We developed an online sign-up solution which captures customer data through a series of easy-to-use forms in a simple five-step process. All customer data is validated, before a customer account is created. All necessary market registrations take place the same day; an improvement on the previous system which required some manual steps in the customer registration process. The elimination of manual processing means customer numbers can be increased with minimal impact on staffing levels and technical infrastructure.
Benefit
- Immediate costs savings have been made by transferring key customer service activities to an online delivery model, rather than a call centre model.
- Customers have 24*7, self-service access to account maintenance services which speeds change processing and improves the overall customer experience
- Around 200 customers per day have been signed up through the online facility since it went live in April 2009
The system has yielded an increased capacity in registrations, with overall numbers up, and time to sign up reduced from a couple of days to just 10 minutes.
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