CUSTOMER SUCCESS STORIES

Transforming the OVO Energy help and support experience

One destination, faster content, smarter targeting.

Ovo_Energy_logo.svg

77%
Improvement in content speed to market 

9%
Immediate lift in content usefulness 

7%
Lift in self-serve containment 

One
Destination for help, replacing a tangle of platforms

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The Challenge

OVO's knowledge base experience was spread across a tangle of legacy platforms, each with its own content store, its own publishing process and its own owner. For customers, that meant landing in different places depending on the route they took, often finding inconsistent or out-of-date answers along the way.

For OVO's content teams, it meant duplicated effort and slow speed to market, even small updates had to be made in multiple places. With customer expectations rising and the cost of serving every misdirected query mounting, the question wasn't whether to consolidate the ecosystem, but how to do it without disrupting the millions of customers already relying on it.

Our Approach

Red Badger worked with OVO to replatform key help content onto Contentful, creating a central content repository at the heart of the Help and Support experience.

From there we simplified the surrounding web ecosystem, unifying the digital estate so customers had one clear destination to find help and resolve issues themselves.

On top of that foundation we built a personalised help engine, allowing content to be personalised by customer type and served in context across multiple channels: the right answer, to the right customer, at the moment they actually need it.

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The Results

Content speed to market improved by 77%, giving OVO's editorial teams the agility they'd been missing and dramatically improving the efficiency of the content lifecycle.

Unifying the website delivered an immediate 9% lift in Content Usefulness, with customers finding answers more reliably. And self-serve containment: 7%, meaning more queries were resolved without agents.

But don't just take our word for it....

Red Badger are playing a key part in our operational digital transformation, and they are the first partner we have worked with at OVO to form a cross-functional team!

1749298410358
Product Director, OVO Nichola Davies

KEY TAKEAWAYS


  • Context: OVO's help content lived on multiple legacy platforms with separate content stores and publishing processes, creating inconsistent answers for customers and duplicated effort for editorial teams.

  • Approach: Replatform key help content onto Contentful as a single central repository, unify the web estate into one help destination, and build a personalised help engine serving content by customer type across channels.

  • Results: Content speed to market up 77%, content usefulness up 9%, and self-serve containment up 7%, resolving more queries without agents.

  • Ways of working: The first partner at OVO to form a cross-functional team, delivering the transformation without disrupting millions of customers.

We solve complicated problems in complex places

Red Badger is the product transformation consultancy for enterprise. Our product design capabilities and technical pedigree build high-performance digital products and platforms that get you closer to your customers and embed new ways of working. Your journey to an agile, innovative digital product organisation starts today.

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