Challenge
Norrenergi faced the challenge of increasing interest and awareness around its products and services, encouraging existing customers, both private individuals and organisations, to reduce energy consumption and lower their environmental impact. By modernising the digital relationship with its customers, Norrenergi saw significant potential to meet this challenge.
A customer portal was already in place, enabling interaction between Norrenergi and its customers. However, the solution was outdated and needed to be modernised and further developed to support new demands.
The main issues with the existing platform were limited interaction and communication, as well as restricted possibilities to update and evolve the solution from a development, administration and editorial perspective. Long development lead times made it difficult to meet customer expectations around functionality and interactivity. In addition, there were no tools in place to analyse how the portal was being used.
Rather than purchasing a static third-party solution, Norrenergi wanted to develop its own platform. This would increase flexibility and make it possible to tailor the solution to customer needs, not only at launch but also as those needs continue to evolve over time.
For Norrenergi, simplifying everyday life and optimising energy use for both customers and society at large was essential. A key objective was therefore to educate, inform and engage customers around district heating and related information that is often perceived as complex and difficult to absorb.
Result
The platform has been very well received by Norrenergi’s customers. Within just two months, the number of users in the new customer portal increased by 54 percent, compared to the total number of users who logged in during the previous one and a half years.
Today, the customer portal helps users optimise and reduce their energy consumption by providing clear and accessible insights through tables, graphs and key metrics. One of the most appreciated features is the new overview, which allows property owners with larger portfolios to easily compare buildings and prioritise actions to reduce both costs and energy use.
In addition to strong customer adoption, the platform has also been showcased to industry peers as a source of inspiration and has been described as a frontrunner within the sector.
Norrenergi now has the ability to analyse usage data and continuously evolve the platform. Just two months after launch, a decision was made to further develop the customer portal through two parallel initiatives. These initiatives are ongoing and aim to create tangible benefits for both Norrenergi’s customers and society as a whole.
About Norrenergi
Norrenergi is a municipally-owned energy company that provides heating to more than 100,000 people who live and work in Solna, Sundbyberg, Bromma and Danderyd. The company employs around 80 people and is headquartered in Solna Strand.
