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.
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.
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.
35% first call resolution improvement
6% increase in Customer Experience Index
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