Case Study: Trustpower achieves a customer‑centric website and doubled user engagement with Sitecore

How Trustpower used personas and pattern matching to create a truly customer-centric website

Trustpower, a New Zealand energy and telecommunications provider, faced an outdated pair of brochure websites that were failing to meet aggressive business goals for customer acquisition, retention and cost-to-serve. To create a truly customer‑centric, future‑proof site they partnered with digital agency Cucumber and implemented the Sitecore Experience Platform to enable personalization, persona-driven journeys and a mobile‑responsive experience.

Using Sitecore, Trustpower built four detailed customer personas, applied pattern‑matching and personalization, and expanded self‑service functionality. The results were measurable: average visit time nearly doubled (2.13 → 4.25 minutes), page views rose (2.63 → 4.16), mobile traffic increased by 8% and 15.7% of online new customer acquisitions now come from mobile — outcomes that improved self‑service, boosted online sales leads and secured senior management buy‑in.

Trustpower

Wayne Ramshaw

Digital Channel Manager