Case Studies

January 15, 2017

The United Illuminating Company Deploys a Fully-Integrated Business Process Outsourcing (BPO) Solution

The United Illuminating Company (UI) was faced with the challenge of needing to replace their… Continue reading

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January 8, 2017

City of Fort Collins Utilities Implements Comprehensive E-Billing and Self-Service Solution

Fort Collins Utilities did not have an e-bill solution when they began to look at vendors in 2008. They wanted to deploy a solution that did not require them to make any changes to their CIS System and required very little effort to deploy. Most importantly, they wanted to eliminate a high percentage of their paper-based billing in a short period of time and set aggressive adoption goals of 10% within one year, 20% within 2-3 years and 30% within 3-5 years.

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July 20, 2016

Entergy Outage Communications Program Engages Customers

Entergy delivers electricity to 2.8 million utility customers in Arkansas, Louisiana, Mississippi, and Texas. In 2009, Entergy’s satisfaction scores for outages were lower than other transaction types, and 30% of respondents gave Entergy a poor rating in keeping customers informed about outages. This case study discusses the journey Entergy made from 2009 to 2016 to meet its customers’ needs for information and move from communicating to customers to engaging with customers.

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August 6, 2015

KUBRA Mobile App for Hydro One Improves Customer Satisfaction During Outages

KUBRA Mobile App for Hydro One Improves Customer Satisfaction During Outages Hydro One, the largest electricity… Continue reading

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August 1, 2015

UniSource Energy Achieves Market-Leading E-Bill Adoption Rates

This case study discusses the challenges facing UniSource Energy’s TEP division and the solutions that… Continue reading

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July 28, 2015

KUBRA Streetlight Outage Map for SaskPower Improves Reporting Processes and Customer Satisfaction

Outdoor lighting repairs are an important issue for customers concerned about neighborhood safety, but managing repair requests can be a challenge for the utility involved. When SaskPower, the principal electric utility in Saskatchewan, Canada, learned that “customer experience” was receiving painfully low scores on surveys—at the same time when there was a heightened need to increase road and pedestrian safety in the province—the leading power company chose the KUBRA Arizona Inc. StreetLight Outages™ solution to help remedy its customers’ concerns.

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