Case Study: NW Natural reduces customer service complaints with Oshyn's Sitecore portal redesign

NW Natural reduces support complaints with Oshyn

NW Natural, Oregon's largest natural gas utility, needed a better way for its customers to manage their residential gas service online. Their initial form had user experience issues, including address lookup failures. They contracted their Sitecore support agency, Oshyn, to re-design the portal to improve the customer experience.

Oshyn provided design support and built a new page integrated with Google Maps APIs for address validation and OneTrust for cookie consent. This solution significantly decreased technical support emails and phone calls for NW Natural. Customers now enjoy a more user-friendly experience, and the NW Natural team has more time to focus on new marketing initiatives.

NW Natural