Case Study

Pepco

Customer Focused Strategies and Groundbreaking Technology


01.

Project Info


Our work with the Mid-Atlantic region’s largest energy delivery company encompasses all aspects of the customer lifecycle, utilizing innovative designs, groundbreaking technology, and customer-focused strategies.


02.

The Challenge


Determined to rehabilitate its reputation, in 2011, PHI brought in a new communications leader who laid out an aggressive vision to improve customer satisfaction among its three subsidiaries – Pepco, Atlantic City Electric and Delmarva Power. The communications department was completely restructured – job descriptions rewritten, accountability enhanced and high-performing talent brought in to help turn around Pepco’s tarnished image.


03.

Technology Services


Enter SilverTech to power up the following website, customer, and internal areas:

  • Dynamic zip code functionality
  • Multi-device navigation
  • Homepage alerts during events
  • UX/UI optimization
  • Scroll feature for compliance
  • Third party access
  • Customized, full-view Google Analytics tracking solution
  • Improved self-service
  • Relevant educational materials
  • Improved website appearance
04.

The Results


Our goal with the Pepco Holdings family of websites was to create a seamless, leading-edge user experience no matter which part of the site a customer, investor or other visitor came in on. With information from three very different utilities, a non-regulated subsidiary and a publicly-traded holding company spanning 2,000 pages of content and linking to five external portals, it was a tall order. SilverTech took on this complex project, identified a customized solution to meet our goals and executed it flawlessly. Visits to the site have increased along with the amount of time people are spending looking at content, showing that the design and strategy works.” MaryBeth Vrees, Director of Customer Communications and Marketing at PHI


Pepco Holdings Showcase

SilverTech took on this complex project, identified a customized solution to meet our goals and executed it flawlessly.


MaryBeth Vrees, Director of Customer Communications and Marketing
Pepco Holdings
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