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

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

FirstEnergy, a large investor-owned utility serving more than six million customers across six states, faced slow, fragmented web development from a proprietary platform that lacked digital asset management and an integrated IDE. The company needed faster time-to-market, better integration with back-end systems for bill pay and outage/status updates, improved mobile access, and streamlined internal processes to reduce call-center load and IT overhead.

Partnering with ICF Olson, FirstEnergy implemented Adobe Experience Manager (Sites, Assets, Mobile) within Adobe Marketing Cloud and used reusable components, IDE integration, and PhoneGap apps to unify web, mobile, and app experiences. The solution enabled tailored local messaging and online account functionality, automated many call-center tasks, accelerated content updates, and delivered measurable results—about 6.2 million mobile page views, 10,000+ app downloads, reduced operating costs, and a smoother, more consistent customer experience.

FirstEnergy

Scott Infante

Director, IT Enterprise Technologies