Stream is the largest direct marketer of energy services in the United States, and it operates primarily in Texas, Georgia, and the Northeast. Although extremely successful in its core markets, Stream wanted to expand both geographically and in terms of its product offering. The company was aiming to go to market with new services that could be sold through its existing channels, including mobile service and personal insurance plans like credit monitoring and identity theft protection. By offering these new services, Stream can expand its reach beyond the deregulated energy markets.
Moving quickly to add new products and reach new markets, Stream had spread its digital presence across multiple platforms and sites, including a marketing site on WordPress, plus three different customer enrollment sites and an equal number of customer service portals. There was no way to personalize the site and the customer experience was disjointed. Moreover, the company was missing out on key opportunities to up-sell existing customers. A customer who wanted to purchase multiple products had to bounce around to several sites.
Stream came to Hero Digital with a few key challenges: balancing the necessity of maintaining separate back-end systems with the desire to present customers with a streamlined sales experience, tracking visitors and measuring engagement, personalizing aspects of the site to customers, and improving the company’s outreach to customers.