Case Study: FirstEnergy improves customer interactions with Adobe Experience Cloud

Energy company optimizes websites, mobile websites, and apps with Adobe Experience Manager to improve customer interactions

FirstEnergy, one of the largest investor-owned electric systems in the U.S., needed a faster, more flexible way to manage its websites, mobile sites, and apps while improving customer self-service. Its old web platform was hard to update, lacked key functionality, and made it difficult to connect online experiences with back-end systems for tasks like bill pay, outage updates, and account management. FirstEnergy selected Adobe Experience Cloud, using Adobe Experience Manager within Adobe Marketing Cloud, to address these challenges.

Adobe Experience Cloud helped FirstEnergy build reusable content components, integrate with enterprise systems, and deliver consistent experiences across web and mobile channels. The result was tailored local messaging, stronger online functionality, lower support costs through automation, and faster content and feature updates. FirstEnergy also reported nearly 6.2 million page views on its mobile-optimized sites and more than 10,000 downloads for its regional apps, while improving efficiency and reducing paper-bill-related costs.

FirstEnergy

Scott Infante

Director, IT Enterprise Technologies