Nashville Electric Service
New Website Recharges Middle Tennessee’s Leading Energy Provider
With services covering 700 square miles, Nashville Electric Service (NES) is one of the largest utility companies in the United States. NES is dedicated to providing safe and reliable power to Nashville and the surrounding region, which is among the nation’s fastest-growing. With services covering 700 square miles, Nashville Electric Service (NES) is one of the largest utility companies in the United States. NES is dedicated to providing safe and reliable power to Nashville and the surrounding region, which is among the nation’s fastest-growing.
Challenges
NES engaged Americaneagle.com to modernize its Sitecore web solutions. Within the project, NES wished to offer more to their customers via single sign-on across integrated website account tools and services. A reimagined, efficient user interface was also a priority. With greatly increasing utility customer expectations in regard to digital solutions and communication, the project would receive high-profile attention, including involvement and review with Nashville mayor, John Cooper.
Solutions
The new website’s user interface (UI) was led by sophisticated customer persona development. New customers who are moving into the service area became a home page emphasis, with information for new neighbors and service sign-up a visual priority. Other personas which informed targeted UI choices included existing single-family home customer groups as well as multi-unit property managers.
Integrating with Microsoft’s cloud solutions, Azure and B2C, over 200,000 user records were migrated to an entirely new customer portal within the NES website. Once signed in, users have customized access to features that are most important to them. Account personalization options include paperless billing, text alerts, and more. Invoice and online payment, as well as invoice history, is also available within that single customer sign-on. The popular new customer tools have provided an immediate and significant increase in constituent engagement. On occasions when severe storms have caused power outages, the communication alerts and up-to-the-minute outage map have kept customers consistently informed.
A sophisticated implementation of Sitecore has been maximized for this NES redevelopment. This versatile digital experience platform (DXP) offers unparalleled performance in regard to security and scalability.
Mayor John Cooper is proud of the advancements that Americaneagle.com and the project team have made within nespower.com. He is confident the site is capably serving neighbors in Nashville and the surrounding communities.
