Customer Experience Upgrade

We helped the country's largest natural gas utility digitally embrace their brand.

Challenge

SoCalGas uses its website to educate customers about a wide variety of services and programs. But inconsistent navigation and unnecessary content were making it hard for users to find and access important information, leading to more work for their customer service department.

Insight

Their website needed to reflect the needs of real customers, not their internal org chart. To reduce customer service calls, they needed a simple, intuitive user interface that balanced common tasks and actions with clearly defined business requirements. Easier said than done.

Results

Using our expertise in technology, user experience, visual design, content strategy and search engine optimization, we helped them build a powerful tool for meeting customer needs and communicating their brand identity.

42%

increase in mobile traffic

34%

increase in visits to online bill pay

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WE’RE REALLY GOOD LISTENERS.

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