Case Study: ActewAGL achieves customer experience transformation and boosted engagement with Sitecore

ActewAGL - Customer Case Study

ActewAGL, a major Australian energy provider, needed to shift from a traditional bricks‑and‑mortar and call‑center model to a customer‑centric, trust‑driven business that humanized energy, reduced churn and revived the brand. Working with Sitecore, ActewAGL also faced a technical challenge of moving its premise‑hosted website to the cloud while improving loyalty, customer engagement and the overall customer experience.

Sitecore implemented a suite of solutions — including Sitecore Experience Manager (XM), Sitecore Experience Platform (XP 9.2), xDB, SXA, Path Analyzer, xProfile, Sitecore Cortex and xAnalytics — integrated with Microsoft Azure PaaS, VueJS and 12 internal systems (CRM, billing). The Sitecore deployment enabled customers to quickly access, compare and customise products, cut journey loops by 44% and bottlenecks by 50%, lift user sessions 56‑fold, reduce bounce rate by 3.5% (4.1% on mobile), lower cost to serve, reduce churn and increase segment profitability, satisfaction and agility for continuous improvement.

ActewAGL