Case Study: Fortune 500 Natural Gas Utility Company reduces call volume and agent transfers with ClickFox

Fortune 500 Natural Gas Utility Company - Customer Case Study

Fortune 500 Natural Gas Utility Company serves over 20 million customers across multiple states and needed to maintain strong customer service while remaining one of the most efficient natural gas utilities in the United States. It turned to ClickFox to analyze customer journeys across self-service and assisted-service channels, starting with voice self-service and expanding to IVR, Agent, Web, and Mobile.

ClickFox provided a cross-channel view of customer interactions and helped identify where customers were getting stuck, especially around authentication, payments, and payment extension plans. After the utility aligned business rules and simplified processes, transfers from self-service channels to agents for payment arrangements dropped by 18%, calls to the call center were reduced by 8%, and annual savings topped $700K, while IVR self-serve and authentication rates reached the highest levels in company history and CSAT stayed industry-leading.