Online Payments Increase by 50% for Utility Company
Key Takeaways
- Choose a platform with the capabilities to support multiple solutions.
BSES was able to build their website, self-service portal, and mobile application all on Liferay. - Reach your users wherever they are.
Not only did BSES make their website responsive, they also created a mobile application for convenient access. - Save resources and time by developing only when necessary.
Because BSES was able to leverage many Liferay features out-of-the-box for their solutions, they were able to focus their development efforts.
Background
Challenges
BSES was struggling with the following issues on their existing platform:
- Content was difficult to maintain sustainably.
BSES’ processes for content management and updating weren’t scalable as they tried to manage frequent content changes. - Development required too much time and too many resources.
BSES couldn’t meet their development goals fast enough, and they were expending too much valuable effort. - The website wasn’t enterprise-ready.
Site performance wasn’t stable, with users experiencing slow page loads and non-optimized site features.
Implementation
BSES reworked their public website and launched a self-service portal and mobile application. Visitors to the public website can find vendor information, safety tips, and government policies as well as information about planned power outages and predicted resolution times. Customers logging into the self-service portal can make payments, view their bill history, and track the status of a complaint.
Results
BSES has also experienced the following benefits since implementation:
- Increased online payments from 30% to 80%.
As a result of the streamlined and secure self-service portal, 50% more customers are using the portal for their bills.
Because of Liferay’s out-of-the-box features, the development team can target their efforts more strategically and meet business requirements faster.
Reduced development resources by 20%.- Simplified content updates.
With information as time-sensitive as BSES publishes, being able to publish easily and regularly has been crucial.