Western Australia’s leading energy provider, Synergy, is offering Western Australians the best digital experience in the utilities sector – as revealed in SAP’s 2016 Australian Digital Experience Report.
Commissioned by enterprise application software market leader SAP, the report captures results from an annual survey with more than 3,500 Australians rating almost 9,000 digital interactions against 14 digital experience attributes.
Synergy chief executive officer Jason Waters said the results of the survey were testament to the considerable focus Synergy placed in the digital space over the past 12 months.
“The delivery of Synergy’s digital strategy is a pivotal program of work in ensuring our future competitiveness and is reflective of our ongoing evolution to a progressive, contemporary energy company,” Mr Waters said.
“It underpins our drive to reduce retail operating costs whilst delivering improved customer experiences that enhance our brand and reputation. Energy retailers have moved beyond delivering routine customer service transactions online and are now looking to build digital capabilities to drive deep engagement with customers via their public websites and apps that offer much more sophisticated opportunities outside of simply paying an account.”
Forty brands across seven industries (retail – consumer; retail – grocery; telecommunications/ISPs; insurance; banking; utilities; media and entertainment) were analysed by respondents. Key findings included a significant jump in the utilities sector with the largest improvement of any industry, increasing its score by 11 per cent.
Mr Waters said Synergy’s digital experience had delivered great results in some key areas such as being safe, secure and available anytime on the customer’s terms.
“Synergy’s digital strategy is an ongoing process aligned to our broader business transformation and our digital experience will become more convenient, clever and personalised for our customers,” he said.
“I see this area as being a significant competitive edge for any energy company that gets the digital experience right and we are determined to be a leader in the way our customers can engage with Synergy in the digital space.”