Case Study  /  AGL

IDEASEED CREATED A SUITE OF EDITABLE VIDEO ‘HOW TO’ GUIDES FOR ONE OF AUSTRALIA’S LEADING ENERGY COMPANIES.

The Client

AGL operates Australia’s largest energy generation portfolio (gas & electricity) and are also Australia’s largest ASX-listed investor in renewable energy.

They have more than 3.6 million customer accounts.

Their Story

The AGL Business IQ portal was launched so customers could manage their energy consumption, view old bills and access general account information. Disappointingly, when it was launched, just 70 members out of 20,000 used the site. Customer feedback suggested the site was hard to navigate.

AGL needed a way to engage their customers with the portal that could solve any problems easily.

The Ideaseed Difference

When the How To guides were available on the portal, AGL immediately saw more traffic to the site and more interaction from customers.

The videos served as a tool for Customer Services agents to use, as they could direct customers to a suitable guide within the portal that could help with their queries, meaning that their work was made easier and customers were empowered to solve any issues they had.

Our Service

Ideaseed produced 25 animated PowerPoint ‘How To’ guides for AGL's Business IQ site that were user-friendly and easy to navigate.

The aim of the guides was to help and instruct customers, but also to encourage them to sign up to the portal’s membership, whilst remaining fully editable should they need to be updated.

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We Created

A SUITE OF POWERPOINT PRESENTATIONS

A suite of 25 illustrative designs that were simple and process-based.

MP4 VIDEO

Videos covering topics such as ‘How to create an enquiry’, ‘How to view and pay bills’ and ‘How to view electricity meter data’ were saved as MP4 files and uploaded to the portal.

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The Result

When the How To guides were available on the portal, AGL immediately saw more traffic to the site and more interaction from customers.

The videos served as a tool for Customer Services agents to use, as they could direct customers to a suitable guide within the portal that could help with their queries.

The AGL Business Team was amazed at how quickly they saw positive customer feedback increase.

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What They Said

"Really great work. The business is really happy with the end result, and the feedback from customers has been hugely positive.
Thanks again to you and the team.

We made it!"