The modular Contentful content management system provides a traditional energy provider with the keys to constructing a personalised customer experience.

Challenge: As competition accelerates, customer experience becomes crucial

Founded in 1945, Pohjois-Karjalan Sähkö (PKS) comprehensively serves a variety of energy needs across Finland.

The PKS group wanted to enhance its digital customer experience. Concurrently, the aim was to better respond to the transformation in the energy industry and intensified competition: electricity companies offer a wide range of services to both consumer and business clients beyond electricity itself.

In addition to sales, the website serves as a channel for customer service, service management, and monitoring electricity consumption. The task given to Crasman by PKS was clear: the web service’s customer experience must leave nothing to be desired.

Solution: Focusing on user needs and mobile usage in design

The key to a successful website redesign is careful specification and selecting an appropriate technical platform. The project began with workshops to lay the foundation for the redesign, during which PKS's goals, target groups, the current level of customer experience, and market differentiators were identified.

The next-generation Contentful content management system was chosen as the technical framework for the website. Its modular structure, expandability, and integrability allow for advanced customer experience personalisation. The system also supports versatile further development, enabling, for example, complete purchasing pathways to be built within it in future.

– The decision to switch from a monolithic solution to a more agile one was ultimately easy. A modular website is a long-term investment that has quickly yielded returns, explains PKS Marketing Manager Ville Kärki.

The new web service was designed from the ground up with user needs and mobile usage as the foremost priorities. There is no traditional horizontal navigation in place; instead, the most useful links are offered contextually. The navigation solution and efficient site search ensure that the customer can always quickly find what they are most likely searching for.

One of the system's strengths is its flexibility. Contentful does not rely on a traditional tree structure model or template-based page layouts. Instead, it is built from components and modules that content creators can select and organise freely. It allows for the agile creation of targeted landing pages and dynamic service pathways.

Results: The new service attracts and retains customers

Thanks to thorough specification, the website redesign proceeded smoothly. PKS's visually striking and excellent user experience new web service stands out positively in the industry and serves customers in a versatile manner.

– One of the website's most important functions is to build trust between us and our customers. It must attract new customers but also serve existing ones by retaining them. The new service achieves this well: it is clear, fast, fresh, and pleasant to use, reflects Ville Kärki.

Post-energy crisis, consumers have become more interested in the details of their electricity contracts. The new website helps Pohjois-Karjalan Sähkö to present its products and services comprehensively and attractively.

– The redesign has undoubtedly impacted our sales. Additionally, enquiries to customer service have decreased because customers can find the information they need more easily on the new site, Ville Kärki reveals.

– What I particularly appreciate about Crasman is that, in addition to their strong technical expertise, they have the courage to challenge their clients' perspectives and propose solutions that radically differ from the traditional ones. The collaboration has opened our minds to what is possible. I would say that we now see many more opportunities online rather than challenges, Kärki summarizes.

Interested? Would you like to learn more about developing a digital customer experience? Get in touch!

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Thank you for getting in touch. We shall read your message and respond promptly.

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Regards,

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The Crasman Team

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Contact us

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