Case Study: FirstEnergy achieves faster digital updates and improved customer self-service with Adobe Experience Manager

FirstEnergy - Customer Case Study

FirstEnergy, a diversified energy company serving more than six million customers through 10 regulated distribution companies, needed a more modern, integrated web platform to improve customer interactions across desktop, mobile sites, and apps. Their legacy proprietary platform separated the IDE and CMS, lacked digital asset management, and made it slow and costly to integrate with back-end systems for bill pay, outage reporting, and account services, so FirstEnergy selected Adobe Experience Manager (part of Adobe Marketing Cloud) to address these challenges.

Working with ICF Olson, FirstEnergy implemented Adobe Experience Manager (Sites, Assets, Mobile and PhoneGap capabilities) to build reusable components, integrate with ERP and other systems, and deliver mobile-optimized sites and branded apps. Adobe Experience Manager enabled faster time to market, automated processes that reduced call-center load and operating costs, and improved self-service: mobile sites have driven nearly 6.2 million page views since launch and the apps have exceeded 10,000 downloads, while content publishing and regional messaging are now faster and more consistent.

FirstEnergy

Scott Infante

Director, IT Enterprise Technologies