A Midwest-based utility provides regulated energy and natural gas services to over 1 million customers. With the sudden rise of COVID-19, customer expectations and the need for operational efficiency evolved. Resulting in the utility’s proactive decision to act promptly to the dire situation.
Partnering with SEW, the utility implemented SEW’s #1 Digital Customer Experience Platform, including the Smart Usage Platform, to address customer needs for digital experience and simultaneously digitize their operations.
By adopting SEW’s AI-powered CX platform:
- Easy digital access – Customers could view bills, payments, and usage data anytime, anywhere.
- Flexible payment options – Payment extensions and recurring payments made managing bills simple and convenient.
- Faster self-service – End-to-end, integrated self-service capabilities empowered customers to manage accounts efficiently while reducing call volumes.
- Real-time personalized updates – Alerts and messages kept customers informed and engaged.
- Improved efficiency and cost savings – Comprehensive customer insights and automated workflows optimized operations.
- Enhanced customer satisfaction – A seamless, personalized experience strengthened trust and satisfaction.
Download the case study to discover how the utility utilized the AI-powered CX platform to navigate the challenges posed by COVID-19 and adapt to rapidly changing needs.