Broadband renewals and upgrades, moved online
A marketing site and self-service customer portal for a fibre broadband provider taking on the big national networks.
- Sector
- Broadband and full-fibre connectivity
Results
-
73%
higher average monthly renewal increase in the portal than by phone
-
53%
of customer upgrades now completed through the portal
-
18%
portal conversion rate
The situation
A challenger up against the biggest names in broadband
Fibrus builds full fibre broadband across Northern Ireland and Cumbria, competing with the big national providers for the same households. Customers judge a provider partly by how easy it is to deal with online, and Fibrus's WordPress site wasn't helping.
What needed to change
An old site that made a modern network look dated
The legacy site was hard to use and due an overhaul. Customers had to phone to renew or upgrade, which cost Fibrus support time and made it harder to look like a credible modern alternative to providers many times its size.
What we did
A site that sells, and a portal customers run themselves
We built one platform on Laravel, Vue and Sanity, in two parts. The marketing site is built for sales and lead generation. The customer portal lets customers renew, upgrade, check their network and manage billing without calling anyone. We brought the separate Hyperfast Networks NI and GB sites onto the same platform.
It wasn't simple. Checking eligibility for the social tariff meant integrating with the DWP, and the rebuild had to work around some existing systems.
What changed
Renewals and upgrades now happen in the portal
The portal is driving strong renewals and upgrades, and the marketing site started selling from launch. Moving customers to self-service takes load off the support team and gives Fibrus a modern, secure platform to compete with much bigger providers.
As of June 2026, 53% of upgrades are completed in the portal.
What the client says
-
We've had a fantastic experience working with Rawnet. They're a truly great company with an incredibly talented team who bring a wealth of knowledge across UX and design. They've been a pleasure to collaborate with throughout this project, and I'm really looking forward to continuing our work together. Highly recommend!
Ciara Kelly
Head of Digital Marketing & Communications, Fibrus
