Case Study: Leading Utilities Service Provider achieves $7.5M cost reduction and 10% NPS increase with Alterian

How Alterian helped this utilities provider better understand their data and use it to their advantage

Leading Utilities Service Provider, a regulated utilities company, needed to improve customer experience in the most cost-effective way but lacked visibility into multi-channel customer journeys and the insights required to build convincing business cases. They engaged Alterian and leveraged Alterian Customer Journey Analytics—including Journey Discovery and real-time dashboards—to analyze and visualize journeys across web, app, call center and live chat.

Alterian’s journey analytics uncovered hidden pain points, quantified high-cost journeys and enabled a compelling business case that secured $2.5M in funding for real-time journey orchestration; after orchestration was implemented the business achieved a 10% increase in NPS and a $7.5M reduction in costs.