Case Study: PECO (Exelon utility) boosts customer engagement and reduces outage call volume with AGENT511 REACH Preference Management

Winning Over Customers Through Personalized Communications

PECO, the largest electric and natural gas utility in Pennsylvania and part of Exelon Corporation serving about 2 million customers, needed to modernize customer communications to match the expectations set by major consumer brands and improve engagement around outages and billing. To achieve this, PECO partnered with Agent511 and deployed the Agent511 REACH Preference Management platform.

Agent511 integrated REACH with PECO’s customer information, outage management, and billing systems to send two-way email, voice, and text messages, plus a custom portal for large commercial accounts, outage surveys, text-to-speech reminders, and real-time Initial Outage Notifications (ION) with customer feedback. The Agent511 deployment drove measurable gains — 30–50% increases in enrollments for new programs in 2019, a 100,000 enrollment spike during the 2018 storms, strong organic enrollment in outage alerts, reduced call-center volume, and year-over-year improvements in J.D. Power rankings.

PECO

Kurt Sontag

eChannels Manager