Case Study: PNM (New Mexico utility) boosts customer satisfaction and cuts support costs with Cognizant digital transformation

Regional Utility Reboots Customer Satisfaction by Reshaping the Digital Customer Experience

PNM, a New Mexico electricity provider serving more than 500,000 customers, faced declining satisfaction due to an outdated, text-heavy web presence, poor mobile support and fragmented, siloed customer service systems. Customers couldn’t access consistent information across phone, web and mobile channels, self‑service adoption was low, and support costs were inflated by high call volumes and slow transaction workflows.

Cognizant used its Digital Transformation Framework to redesign PNM’s digital experience—implementing a service‑oriented architecture, enterprise service bus, responsive mobile site, new CMS, consolidated outage workflows and proactive alerts—while simplifying address/service change processes and enabling real‑time analytics. In 18 months PNM doubled site performance, increased online users by 84% and mobile visits by 70%, enabled 90% of transactions online, boosted paperless billing 80%, cut call volumes (address changes ~10%), improved customer satisfaction and significantly reduced support costs.

PNM