Case Study: Fortune 500 Natural Gas Utility Company improves customer journeys with ClickFox

Fortune 500 Natural Gas Utility Company - Customer Case Study

Fortune 500 Natural Gas Utility Company, a U.S. natural gas distributor serving over 20 million customers across multiple states, needed to maintain high customer satisfaction while staying efficient. It turned to ClickFox to analyze customer journeys and identify moments of truth across IVR, agent, web, and mobile channels, starting with voice self-service and expanding to a cross-channel view.

Using the ClickFox Platform, the company mapped end-to-end journeys, aligned business rules, and found opportunities to reduce costly agent interactions and improve self-service. The result included a 20% reduction in payment extension plan business rules, a 17% reduction in agent transfers from self-service channels, an 8% reduction in calls to the call center, and over $700K in annual savings, while maintaining industry-leading CSAT.