Moat has reported on its digital transformation programme, which started last year, with the help of infrastructure provider Rackspace and digital consultancy ORM.
The process started by looking at Moat’s long-term vision and business objectives, in tandem with customer needs and behaviours, to design a solution that fulfilled those customer needs while delivering tangible business benefits.
ORM and Moat worked in collaboration throughout the process, with ORM’s strategy, design and technical consultants working with Moat’s in-house teams. Many of the ORM team worked alongside Moat at their Kent headquarters during key phases. This meant the combined team could work together in an agile way, with quick engagement and decision-making from key stakeholders to maintain momentum and broad business buy-in. This close collaboration and co-creation also supported Moat in up-skilling their teams in key areas, including agile working practices, content management and new technology platforms.
Early indications show the customer portal is already driving efficiencies, with an exponential increase in the number of customers choosing to make payments and log repairs via the site since its launch. Furthermore, since the site launched, mobile traffic has increased, with more than half of all visits now taking place via mobile devices.
ORM also defined a long term technical architecture, including supporting licensing agreements and providing training and support for services from Rackspace and Sitecore.
Moat’s website has been re-platformed on Sitecore 9.0. The infrastructure for the website and the My Moat portal is hosted on Azure PaaS, with Rackspace providing the onboarding for this and its Navigator service, where Moat has around-the-clock access to Rackspace’s Microsoft Azure-certified architects and engineers, plus the tools and automation to run Azure according to Rackspace’s best practices.