Case Study: a regional energy company improves web self-service and reduces call volume with Concentrix

Energy Company Revitalizes its Website Performance and Experience

Concentrix worked with an energy company to improve its web presence and digital customer experience while reducing the volume of calls to its customer service center. The company wanted stronger self-service on its website without changing its existing design and development framework, and the main challenge was overcoming customer skepticism about whether the site could provide support as effectively as a live agent.

Concentrix used rapid research, including user surveys, usability testing, CSAT, A/B testing, analytics, and call center data, to identify friction points and optimize the experience. The team improved existing content, created new content for key questions like billing, and made contact forms more visible and clearly labeled. After launch, the energy company saw 22% fewer customer service calls for start, stop, or move requests in the first month, 12% more users getting answers from the website, and 42% more users saying they would use the website for support in the future.