Call Volume Reduction
Online Conversions
Active Vendors
Monthly Visitors
Session Duration
Page Load Speed
Client
Duration
Industry
Technologies
"The new digital platform has transformed how we serve our customers. Self-service capabilities have significantly reduced call volumes while improving customer satisfaction. “
As the UK's largest energy provider serving over 10 million homes, British Gas recognized the need to digitally transform their customer experience. They needed a platform that could handle massive scale while providing intuitive self-service tools and seamless booking experiences across all their service offerings.
Digital Platform Development
Mobile-First Design
API Integration (Smart Meters)
User Experience Design (Figma)
Performance Optimization
Analytics & Reporting
British Gas needed to modernize their digital customer experience to handle millions of users across multiple service lines. Their legacy platform struggled with peak demand, had poor mobile performance, and lacked the self-service capabilities modern customers expect. Customer service call volumes were overwhelming, and the online booking system for engineer visits was inefficient.
We designed and developed a comprehensive digital platform that unifies energy account management, smart meter integration, boiler service booking, and emergency support. The solution prioritizes mobile-first design, real-time service tracking, and intelligent self-service tools that reduce call center dependency while improving customer satisfaction.
Custom WordPress platform with advanced user account management
Real-time smart meter data integration and visualization
Intelligent engineer booking system with live availability
Emergency breakdown support with priority routing
Mobile-first responsive design optimized for all devices
Comprehensive analytics tracking for service optimization
| Campaign | Delivery | Bid strategy | Budget | Attribution setting | Results | Reach | Impressions | Cost per result | Amount spent |
|---|---|---|---|---|---|---|---|---|---|
| Home Services - Search | Active | Target CPA | $450/day | 30-day click | 2,890 Service Bookings |
456,780 | 1,234,560 | $5.60 | $16,184.00 |
| Vendor Marketplace - Display | Active | Maximize conversions | $380/day | 7-day click | 3,456 Account Sign-ups |
289,450 | 987,650 | $3.95 | $13,651.20 |
| Results from 2 campaigns | 6,346 | 746,230 | 2,222,210 | $4.78 | $29,835.20 | ||||
40% reduction in customer service call volumes through self-service tools
Online conversion rate increased by 3.2x for service bookings
Mobile platform usage grew by 285% within first year
92% booking completion rate for engineer appointments
Customer satisfaction scores improved by 58%
Average page load speed reduced to 1.8 seconds
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