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

Reduction in handling time

%

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. 

All fields required

Recommended Case Studies

Appriss

Information solutions provider improves operations and reduces costs with RiverStar.

Blue Casa

Telecom company delivers more personal service and increases first call resolution by 25%.

Contact Us

Ready to get started? Want to learn more? Either way, we want to hear from you.

MAILING ADDRESS

20 Danada Square West Suite 260 Wheaton, Illinois 60189