Case Study: NorthWestern Energy achieves an 80% drop in helpdesk requests and major cost savings with Progress Sitefinity

Northwestern Energy Charges into Digital Age with Progress Sitefinity CMS

NorthWestern Energy, a regional utility serving ~692,600 customers in the Upper Midwest and Northwest, faced a decade‑old homegrown website that left stakeholders dependent on IT for even minor updates. The slow, ticket‑driven process frustrated users and hindered the company’s ability to respond to industry changes—competition, new energy sources and rising customer expectations for mobile, anytime access.

The team replaced the legacy system with Progress Sitefinity CMS, enabling stakeholders to manage content with templates and approvals and freeing IT to focus on higher‑value projects. Within a month helpdesk requests dropped 80%; the team built an in‑house outage‑mapping app via Sitefinity for about $10,000 (vs. a $500,000 vendor estimate), delivering significant cost savings, faster development and measurable ROI while paving the way to migrate the intranet and improve customer experience.

Northwestern Energy

Jacqui Safis

eBusiness Solutions Manager