The opportunity.
AGL sees an opportunity to differentiate itself vs the competition based on customer experience. In the words of the CEO, AGL must “Harness insights to enrich the customer experience”. Sonar Group worked with the digital team across digital strategy, analytics and data visualization to help to gather these insights and spread them throughout the organisation.
The solution.
- Digital Strategy. Identifying key digital KPIs and connecting them to Executive Reporting. Facilitating sessions with digital channel team leads to develop FY goals. Developing Exec Reporting across all digital channels: Website, My Account, Mobile Application, Social and Webchat.
- Analytics. Developed the new tagging specification for agl.com.au and audited the existing tagging of the Mobile Application. Deep-dive analytics relating to My Account and Sales Funnel. Working with the social team on developing new dashboards relating to their core listening areas.
- Data Visualization: Provided data visualization solution for Scrum Teams integrating Jira through PowerBI, including team training. Provided data visualization of sales funnel to pin-point key drop offs. Using infographics to communicate core analytics and insight throughout the organization, including the AGL Board.
The results.
Through our work we have identified opportunities to improve the customer experience which would results in millions of dollars of annualized optimization improvements. We also have developed tools and processes enabling AGL to become a more insights-lead organisation.