West Coast Utility Undertakes Customer Experience Transformation

CONTEXT

The Channel of Choice program was created to improve existing and build new key customer services across the range of preferred channels, lowering cost to serve and improving customer satisfaction

The initiative began with an overall strategy and roadmap, then moved in to program management and implementation of

- An existing Web Refresh around key transactions.
- New Mobile Responsive Web for Mobile, Tablet, and PC
- Customer Preference & Notification Platform
- Reporting

Customers Segments spanned across Residential and SMB and included nine key services (e.g., View/ Pay Bill, Start/Stop Service, Outages) across nine Channels (e.g., IVR, Web, Mobile)

UTILLIGENT ROLES

EXPERIENCE. INSIGHT. STRATEGY. GRIT.

West Coast Utility Undertakes Customer Experience Transformation