Client

Pipex is a major Internet Service Provider (ISP) providing a range of online services for its clients. Today, 95% of its clients like its services so much they’d recommend them; 93% love the consistently reliable connection; and 90% think it’s worth every penny. Pipex was also voted No 1 for ease of use and quality of connection by uSwitch.com (July 2007)

Objective

Although it was a major online player, Pipex had become dangerously outdated and was struggling to retain its customers. The My Pipex portal – whereby people signed in to use their email account – was fraught with problems and the brand was losing money with customers constantly calling up customer services to resolve complaints. The company required a website that was not only more efficient and modern, but that also re-established its name and reputation as a major player in the digital forum.

Solution

Pod1 redesigned and rebuilt the Pipex website and masterminded a strategy that would encourage customers to use the system and upgrade their services, even if they had previously had negative experiences using Pipex. Working closely with Pipex’s board and internal development team, and working to a very tight deadline, Pod1 used multiple Web 2.0 technologies to unify all the Pipex services so that the site was vastly more efficient and effective for its users.

Result

Due to the efficiency of the new system, customer service calls to Pipex have been dramatically reduced. Pipex has also been able to generate a much larger client base as the new look and greatly enhanced usability of the site has encouraged more people to subscribe to its services.

“In meeting all our objectives, Pod1 has created a website that has effectively re-branded Pipex and secured its reputation as a major online player.”
www.pipex.co.uk

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