Case Study: Major Utility Company achieves 90% increase in customer satisfaction and 82% growth in daily users with Cognizant mobile app

Digitally Transform Customer Utility Service Experience Through Mobile Application Solutions

A top-performing utility company with minimal digital engagement partnered with Cognizant to improve customer experience and stay ahead of the competition. With a decade-long relationship, the utility sought a mobile solution to give customers easy access to accounts, bill payment and service requests while driving broader mobility and digital transformation.

Cognizant delivered a two-phase mobile strategy, launching an easy-to-use iOS and Android app with core self-service features and built-in analytics, and planning advanced capabilities—voice, mobile watch integration and mobile wallet—in phase two. The app enabled instant customer communication, boosted satisfaction and engagement (90% increase in satisfaction, 82% increase in daily new users) and has exceeded 200,000 downloads, positioning the company for a more cost-effective, efficient digital journey.