Red Badger | Customer Success

The Challenge

OVO's help 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 For customers, that meant landing in different places depending on the route they took, often finding inconsistent or out-of-date answers along the way.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

We worked with OVO to replatform key help content onto Contentful, creating a single source of truth 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 targeted 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.

CUSTOMER SUCCESS STORIES

Transforming the OVO Energy help and support experience

The Challenge

Our approach

The results

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

We solve complicated problems in complex places