Case Study: Essential Energy improves streetlight fault reporting with Deepend's integrated portal

Essential Energy automates streetlight fault reporting with Deepend and 40+ designed screens

Essential Energy, an energy utility, faced significant risks with its difficult-to-use NeatStreets streetlight reporting tool. The tool discouraged accurate fault reporting from customers, created compliance issues, and increased manual effort for their contact centre. Deepend was engaged to address these challenges through service design and web application development.

Deepend implemented a new customer web portal integrated directly into Essential Energy's Sitecore website. The solution, which utilized Google Maps for precise fault location and MuleSoft APIs for systems integration, automated fault logging, work allocation, and customer notifications. This resulted in reduced manual intervention for the contact centre, improved data accuracy, and increased customer confidence through automated status updates. Deepend delivered a stable, automated environment that enhanced the efficiency and reliability of Essential Energy's streetlight fault reporting process.

Essential Energy