Modernizing the Digital Experience for Utility Customers
Utility providers nationwide face the dual challenge of delivering essential services while meeting increasing expectations for user-friendly digital experiences. Regulatory compliance, accessibility standards, and the need for real-time service updates make it critical for these organizations to adopt modern, scalable platforms that effectively serve customers and internal teams.
The Challenge:
Many utility companies operate with legacy websites that no longer meet the demands of their users. Outdated navigation structures make it difficult for customers to locate vital information, while rigid backend systems require significant time and effort for staff to update content. The absence of features like geolocation tools or dynamic document management systems further limits the ability to provide tailored, localized services.
Common challenges include:
- Complex, outdated navigation systems that frustrate users
- Inefficient content update workflows that strain internal teams
- A lack of tools to support personalized customer experiences, such as geolocation
- Strict regulatory and accessibility requirements that demand constant oversight
Our Solution:
To address these challenges, Inclind partners with utility organizations to build modern, customer-first websites using scalable platforms like WordPress. The goal is to create accessible, efficient, and easy-to-manage digital environments that meet regulatory requirements and exceed user expectations.
Key improvements typically include:
- User-Friendly CMS: A streamlined WordPress content management system empowers staff to manage pages and upload documents without developer assistance. Updates that once took hours can now be made in minutes.
- Accessibility Compliance: Sites are audited and enhanced to meet ADA and WCAG standards by collaborating with third-party accessibility experts. Features such as keyboard navigation, screen reader compatibility, and high-contrast color modes ensure an inclusive experience for all users.
- Improved Content Navigation: Reimagined navigation structures simplify the user journey, while allowing for easy search and retrieval of essential content and service-related resources.
- Geolocation Capabilities: Integrated geolocation tools automatically provide region-specific service updates, enabling users to view relevant information, such as local outages or restrictions, based on location.
- Microsite Flexibility: Organizations can launch and manage microsites for specific projects or service areas. These sub-sites maintain brand consistency while supporting localized communication.
- Advanced Alert Systems: Real-time alerts for outages, maintenance, or emergencies are prominently displayed across the site, ensuring customers receive critical updates without having to search.
The Result:
Upgrading a utility website with these features leads to tangible benefits for both customers and internal teams.
Typical outcomes include:
- Enhanced User Experience: Simplified navigation and intuitive interfaces reduce the number of clicks required to complete tasks like bill payments, checking water quality reports, or accessing emergency alerts.
- Operational Efficiency: A flexible CMS reduces the dependency on developers, empowering staff to manage updates independently and focus more time on customer service.
- Compliance Assurance: Meeting ADA and WCAG guidelines ensures that users of all abilities can access and navigate the site, supporting both inclusivity and legal compliance.
- Localized Information Delivery: Geolocation functionality personalizes the experience by automatically displaying regionally relevant information, helping customers stay informed about what matters most to them.
Modernizing their digital platforms allows utility providers to meet customer needs, manage internal workflows more efficiently, and maintain compliance in a rapidly evolving digital landscape. Inclind's work in this space supports a more connected, responsive, and accessible service experience.