Utilities · Regional Utility

Self-Service Customer Portal

Replaced overwhelmed call center with a 24/7 self-service portal for billing, service requests, and usage tracking.

Significant

Call Volume Reduction

24/7

Access Time Reduction

The Problem

High volume of customer service calls for routine inquiries overwhelmed staff and created long wait times for customers seeking assistance with basic account management and service requests.

Our Approach

Analyzed customer service call patterns and common requests
Designed intuitive self-service portal interface
Established automated service request processing

The Solution

Created self-service customer portal enabling online bill payment, service requests, usage tracking, and account management.

Results

24/7 customer access to services
Call volume reduced on routine inquiries
Enhanced service reliability

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