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San Diego Gas & Electric

Utility that provides natural gas and electricity to San Diego County and southern Orange County in California.
Web Properties Redesign

Website

iPhone App


Challenges

  • Needed to reduce client's customer service call center volume.
  • Required complete redesign and redevelopment of SDGE.com and MyAccount.SDGE.com (online customer portal and e-services channel).
  • Needed iPhone/iPad app to improve the customer bill-pay experience.  

Constraints

  • Required rewriting and streamlining 30,000 pages of content. 
  • Had to meet ambitious nine-month project timeline.  

Solution

  • Implemented hybrid Agile methodology, integrating agency team with internal client-side partners, to optimize all project stages from UX and technical planning to creative, tech development, QA testing, and training.
  • Created new SDGE.com with new tools and applications leveraging Drupal CMS, including home energy calculator, custom video player, emergency notification, and assorted third-party app integrations.
  • Revamped complete user experience on My Account customer portal. 
  • Created iPhone/iPad app with functionalities including mobile bill pay, energy bill guide, geo-location of bill-pay centers, and appliance energy consumption calculator.

Results

  • Streamlined 30,000-pages of Web content to less than 5,000.
  • Drove significant increase in online self-service and email communications with SDG&E customer service (vs. call center communications).
  • Increased unique visitors steadily by 2% per month since website launch.
  • Increased average visit duration from 1:40 to 2:08 minutes.
  • Decreased bounce rate by 8 points.
  • Increased mobile site visits by 80% during first year, to 15% of all site visits.