Case Study: Consumers Energy
Energy Company Enhances Customer Communication While Increasing Customer Experience Index
Industry
Energy
Key Use Case
Customer Texting and Email
Solution-Deployed
Integrated Agent Workflow
Company
Consumers Energy is a public utility that provides electricity and natural gas to customers in all of 69 counties of Michigan’s lower peninsula. In addition to traditional electric generation and natural gas service, Consumers Energy is a leader in developing renewable energy throughout Michigan.
Challenge
Consumers Energy provides support for its nearly seven million customers through its customer operations department. This team was looking for a way to reduce the number of duplicative calls and enhance the overall customer experience. They needed a way to easily communicate payment status information through text and email.
Solution
RiverStar created a solution that equips CSRs to send text or email confirmation messages to customers who had been either granted a payment extension or been enrolled in a payment plan. When a customer calls in, the CSR simply signs into the application and enters all information relevant to the request (amount and due date of payment, etc.). They then select the customer’s preference for a follow-up message (text or email) and click “submit.” The information is immediately sent to the customer and then archived for future reference or re-submission.
Key Benefits
35% first call resolution improvement
6% increase in Customer Experience Index
Get the Full Story
Download the full case study to learn how RiverStar optimizes customer interactions using technology that’s easy to use and results in a positive customer experience.
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