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.
KUBRA Mobile App for Hydro One Improves Customer Satisfaction During Outages Hydro One, the largest electricity… Continue reading
This case study discusses the challenges facing UniSource Energy’s TEP division and the solutions that… Continue reading
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.
Partnership between Pepco Holdings and KUBRA Arizona Inc. Creates Industry-Leading, Comprehensive Mobile Apps After a series… Continue reading
In 2012, Ameren began looking for a solution that would provide proactive communications and preference management for its electric and natural gas customers in Missouri and Illinois. The utility’s goals were to reduce inbound call volume, promote customer self-service, increase operating efficiency, and improve overall customer satisfaction.