2019 Sitecore Experience Awards Winners
We are thrilled to work with clients around the world who think deeply about building engaging, interactive and personalized customer experiences. Several of these companies, as well as Avanade, have been recognized as 2019 Regional Sitecore Experience Awards Winners.
Read the Sitecore Press Release for full list of regional winners.See the previous Avanade client winners.
Enbridge Gas Distribution
Category: Best business impact or return on investment (ROI) from a digital experience
Best personalized customer experience
Partner: Avanade
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Energy companies don’t just provide oil, gas or electricity. They empower communities, businesses and individuals. Enbridge Gas Distribution (EGD) – a subsidiary of Enbridge Inc. – has been safely and reliably delivering gas to Canadians for over 170 years.
The reimagining of EGD’s customer experience platform is a prime example of the powerful, customer-centric personalization that Sitecore enables. The solution is centered around a mobile-first “CONCIERGE” self-service experience, envisioned and developed by Avanade and Accenture. The service provides real-time insights direct to customers to proactively address their questions, while self-service tools allow them to easily manage their account.
This bold customer experience transformation program is already delivering big results. Recent reports show that the CONCIERGE service is contributing to a 20% reduction in call volumes (300,000 fewer calls). Meanwhile, the e-bill auto-enrolment process enjoys 46 percent adoption – which equates to over 1.1 million customers. With the program only in its second year, call reduction and e-bill adoption targets for year three have already been met. And NPS scores have also increased.
United Airlines
Category: Most innovative use of Sitecore as a Digital Experience Platform (DXP)
Partner: Avanade
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Overseeing 4,900 daily departures, each of United Airlines’ 88,000 employees need to make thousands of decisions every day to create a safe and great passenger experience. That’s why the key initiative of creating an intelligent intranet solution mattered – because it not only delivered an innovative business solution, but also provided something that created a real human impact.
By harnessing the content management and delivery power of Sitecore and partnering it with the machine-learning capability of Coveo, United (with the help of Avanade) created Wingtips – a new platform that delivers critical information to the employees that need it most. With Wingtips, United has not only consolidated the five systems used to deliver those policies into one central platform, but also streamlined the policy authoring and update process from seven teams down to one.
That team can deliver updates much quicker, allowing them to focus their efforts on ensuring policies are clear and actionable, without needing to make updates across multiple platforms.
Subway
Category: Best business impact or return on investment (ROI) from a digital experience
Partner: Avanade
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Subway is the world’s largest restaurant chain, offering nutritious and delicious subs, soups, and salads across 44,000 restaurants in more than 100 countries. Previously it had used a paper-based loyalty system, but with 63% of millennials and 61% of Gen X – Subway’s key audiences – describing loyalty programs as important to them, Subway knew it needed to take a big step forward in this area.
Avanade and Accenture teamed up to help restaurant chain Subway deliver a completely new customer rewards program. Subway’s MyWay Rewards is powered by both the ‘Profile Center’ and ‘Ordering’ sites. Together they offer Subway customers a consistent omnichannel user experience across web, mobile, and in-store.
Both projects have contributed significantly to drive Subway’s goals. Previously, the Subway MyWay Rewards program was only supported by one-third of Subway restaurants in the USA. The new omnichannel rewards program is 100% supported, significantly widening the potential audience and bringing more repeat customers to Subway stores.
With the personalized experience delivered by MyWay Rewards and the Sitecore Experience Platform, digital order volume doubled from a year ago. The new Ordering site experience is also driving a significant conversion uplift (10+% on desktop web and 40+% on mobile web) in comparison to its legacy Ordering website (which was not built on Sitecore).
SCI
Category: Best business impact or return on investment (ROI) from a digital experience
Partner: Avanade
SCI is North America’s leading provider of funeral home, cemetery and cremation services. In 2016 SCI realized that it was failing to meet its core strategies, with an outdated web experience for its flagship brand, DignityMemorial.com, which fell well behind the competition.
Obituaries drove up to 80% of website traffic, yet were not optimized for mobile and often wouldn’t appear in web searches on a mobile device. Obituaries also proved a frustrating experience for users, with poorly designed pages and conflicting calls to action.
With a Sitecore-led overhaul of the user experience, SCI exceeded all the KPIs that were established for the project. It now has a best-in-class mobile-first design, personalization for unique cultures and needs, improved search engine optimization, and a highly shareable, lightning-fast obituary section using AMP.
That has returned impressive results – a 29% growth in web-generated leads (target = 22%), 20% traffic growth in the first year, followed by 25% growth YTD in year two (target = 10%), and a Net Promoter Score increase of +38 (from baseline of +10).
QBE
Category: Best business impact or return on investment (ROI) from a digital experience
Partner: Avanade
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QBE is Australia’s largest insurer and one of the world’s top-20 insurance firms. Its history dates back to 1886 and today it employs 12,000 people in 31 countries. In 2016, QBE’s board reasserted the need to keep pace with digital trends and avoid the pitfalls of being left behind in the wake of digital disruption.
QBE wanted to create a whole new digital delivery model to enable new services with greater efficiency, velocity and scalability. A key part of the digital transformation project was the consolidation of QBE’s many websites. It had 43 different regional websites, using 76 URLs, alongside 164 branded social media accounts.
Together, QBE, Accenture and Avanade consolidated the insurance firm’s websites on to a single instance of Sitecore. That has saved time and money, increased sales and cross-sell opportunities, improved data-driven decision-making and simplified the addition and amending of web pages for regional teams.
The project has already seen the migration of websites for countries in Australia Pacific, Asia and North America – realizing significant operational cost savings.
Puget Sound Energy
Category: Best business impact or return on investment (ROI) from a digital experience
Partner: Avanade
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Puget Sound Energy (PSE) is a utility company serving approximately 1.1 million electric and 825,000 natural gas customers across 10 counties in western Washington. Throughout its 145-year history, PSE has maintained a commitment to great customer service and it seeks to make communities better places to live and work.
In 2016, PSE took the first step on a journey to improve its customers’ experiences. PSE empowered customers to serve themselves using the channel of their choice – lessening the need to pick up the phone, with a program called Get to Zero (GTZ).
Working with Accenture and Avanade, PSE created a new customer-facing website. The new website provided personalized interactions and increased customer self-service options. As a result of the program – in which the Sitecore-powered website plays a prominent role – PSE has achieved a 20% reduction in call volumes, a 20-second reduction in average call handing time and a significant increase in customer satisfaction – a seven-point uplift in its J.D. Power C-SAT score.
