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Stream: Increasing Sales
with Great CX

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.

Experience Solution

We designed a visual system that incorporated Stream’s marketing site, enrollment funnel, and customer portal in a unified system. This included knowing where they came from using geolocation, what they had been looking at, and what services the customer currently had and personalizing aspects of the site to them using the Sitecore Experience Platform. The new system was designed to work responsively on desktop, tablet, and mobile form factors. Once all the offerings were in market, the users could shop amongst the services, sign up in one flow, and seamlessly be taken to Stream’s customer portal. For customers, billing, payments, usage, and account data is available via a single unified dashboard across multiple service lines.

Results

  • 95% reduction identity verification calls

  • reduced customer service calls

  • new revenue stream in record time

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