Case Study: FirstEnergy achieves improved customer interactions and reduced operating costs with Adobe Marketing Cloud (Adobe Experience Manager)

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

FirstEnergy, a diversified energy company serving more than six million customers across six states and 10 regulated distribution companies, struggled with a proprietary, siloed web platform that lacked digital-asset management, an integrated IDE, and easy back-end integration — making it slow to deliver new content, mobile features, and timely outage information. To modernize customer interactions and speed time-to-market, FirstEnergy selected Adobe Experience Manager within the Adobe Marketing Cloud, working with implementation partner ICF Olson.

Adobe implemented Adobe Experience Manager (Sites, Assets, Mobile) and integrated it with FirstEnergy’s ERP and other systems using reusable components and an OSGi/PhoneGap approach, enabling unified desktop, mobile sites, and native-like apps. The solution automated many call-center processes, improved self-service bill pay and outage reporting, reduced development and publishing time, produced nearly 6.2 million mobile page views since launch, more than 10,000 app downloads, and delivered measurable cost and efficiency gains — all driven by Adobe’s platform.

FirstEnergy

Scott Infante

Director, IT Enterprise Technologies