We work for a wide range of clients - from medium size corporations to large businesses to SMEs; and across the private, public and third sectors.
What unites our client base is a continual drive to improve their customers' experience. We often start work with our clients on one opportunity and are still developing the site five years later.
So if you are embarking on a digital transformation journey, looking for a step change in your business or simply (ha ha) launching a new product get in touch.
The best people to talk about Net Efficiency are our clients - so here are a few of our clients stories.
Autoglass has seen record numbers of online conversions since our work went live.
Autoglass is the UK’s leading glass and repair company, serving more than 1 million motorists each year, 24/7.
They wanted a simple online booking system for customers to book a repair through live appointment slots, from a fleet of over 1,000 technicians. To book, customers need to accurately assess the damage, know the glass required and link this to insurance details.
Automation was the key to our success. There are over 70 different routes through the Autoglass booking process – depending on everything from the vehicle and the damage type to which insurer the customer uses and more.
Automated testing was a crucial component in development. We created a behaviour-driven suite which allowed us to test all routes in different desktop and mobile browsers.
We also used a number of different web services to automate as much information as possible – from vehicle and insurer information to registration numbers – to reduce any questions customers might have.
Each section was then analysed to provide the most simple, effective UX – through multiple-choice questions and imagery where necessary.
We created an optimised and responsive version of the booking funnel and portal for mobile. We opted for an app-like experience with all the benefits of the mobile web – quick and easy tools to deploy changes, cross-platform accessibility and no app store dependencies.
We also created a portal where customers have full visibility of their booking in a secure environment, with options to pay, change appointments and get support.
Our work has been exceptionally successful for Autoglass. As a result of a far greater operational efficiency, our solution has provided considerable cost benefits. It has also dramatically improved the online experience for customers. Autoglass has seen record numbers of online conversions since going live and achieved an 80% online net promoter score from customers.
“Net Efficiency really improved the customer experience and our business results.”
We have a long work relationship with Belron, the world's leading vehicle glass repair and replacement group. We develop and optimise their websites for different brands in different markets.
Carglass Netherlands has 57 different locations, serving thousands of customers 24/7. They wanted their online booking process to be much more efficient and had three clear goals – improve online appointment conversion, reduce the number of telephone calls and highlight when longer time slots are required.
The site analytics highlighted that, when booking a repair, customers who didn’t have their insurance details readily available were more likely to abandon the process or ring the call centre. This led to an average of three telephone calls per appointment.
Our aim was to create a shorter, faster booking funnel. One of the keys to this was automating the completion of insurance details, which immediately streamlined the overall experience.
Another improvement we introduced was to make sure appointment times are long enough to check the car once a repair is made. Carglass needs to check the onboard technology still works as expected. Cars are increasingly complex in terms of technology and drivers often don’t know what’s required.
We took the pain away. We introduced a system that checks the car’s licence plate, works out whether a re-calibration is needed and then schedules the right amount of time for the appointment – avoiding delays to customers.
A 15% increase in online appointments, a much smoother booking process for customers and greater operational efficiency for Carglass.
“As our web development partner, Net Efficiency really does work as an extension of our team. They’re expert developers, prepared to challenge our thinking and explore new possibilities. They will always find a way!”
The Royal Marsden is a world-leading cancer care centre, treating and seeing over 55,000 patients a year. It has hospitals in Chelsea and Sutton, a day unit at Kingston Hospital and educates through the Royal Marsden School.
We’ve been working on the Royal Marsden’s digital estate since the start of 2019.
We provide ongoing development and support for the four main sites and also manage separate projects to optimise efficiency – from iterative improvements to large-scale re-platforming exercises.
The core NHS Trust and Private Hospital website is a vital hub for patient information. Changes to the core website can only be made outside of clinical hours, and there are multiple partners and stakeholders to consider with every project we undertake.
Collaboration has been the key to our success with the Royal Marsden. The health information market is complex and the Royal Marsden’s online presence is an ecosystem of differing sites, content types and even web suppliers. Through working closely with their team and their design partners, we’ve helped to implement key changes to the homepages and navigation.
We’ve not only significantly improved traffic but also, as a consequence, increased visits and donations to the Royal Marsden charity simply through better visibility of the charity’s site from the core site’s homepage menu.
“Two years in, we can see how this new form of dynamic content has helped create real step change for Frost & Sullivan. The tool offers a one-of-a-kind digital product in key customer markets and resonates with our values as a future-ready business.”
Frost & Sullivan is a growth strategy consulting and research company helping corporations, cities, governments and investors identify and execute new business opportunities.
Our challenge was to find the best way for Frost & Sullivan to digitise the quantitative data that helps them deliver a wealth of white papers, reports and presentations to their clients. They wanted an agile and dynamic method of accessing this valuable and timely data.
To put it simply, we needed to help get the right information in front of the right people as quickly as possible.
Frost & Sullivan (F&S) has an impressive set of data and documentation, but with that comes complexity. To help F&S simplify the data, we developed a proof-of-concept project – better data visualisation would lead to improved client satisfaction.
The work was initially focused on the automotive market with its high-value data for high-value global clients. We jointly defined some key data sets. These were maintained and stored in Tableau software, a market-leading product.
But there were two issues – the cost of licencing the end user to use Tableau and that the software is so powerful users need training to use it.
So we took an ‘end user’ perspective and created a portal that surfaces the Tableau data and visualisations in a simple web-based interface.
Behind the scenes, we also delivered F&S a backend management system to make it easy for them to manage the portal whenever new data is available.
In a process of managed continual improvement, the system has been rolled out to other vertical markets and the number of end user clients is expected to grow 10x in 2021.
“We’re delighted with our new website and the ever-improving numbers.”
Arts Jobs is a popular website and mailing list service for Arts Council England that promotes jobs, opportunities and news in the arts community. All content is user generated, by everyone from world-renowned galleries through to individual artists.
Arts Council England wanted us to develop the site to better serve the high volume of traffic.
We redesigned the website to be simple-to-navigate, to scale to bursts of traffic and be fully responsive to ensure a first-class user experience no matter which device visitors are using.
We also integrated a heavyweight email system, capable of sending out 100,000 HTML emails per week. All of this was developed using the TYPO3 Open Source CMS.
Our ongoing management of the portal provides the Arts Council with a flexible resource which can adapt to suit fluctuations in the jobs market.
Here’s what the Arts Council say: “Since we relaunched the website, visitors have increased exponentially, page visits have improved and the average visit duration has lengthened.”
That’s not all: “Arts Jobs has become the number one online jobs community for the arts.”
