Case Study: Ameren Illinois boosts outage satisfaction with E Source

Ameren Illinois boosts outage satisfaction 68% with E Source

Ameren Illinois, a major electric utility, needed to improve its customer satisfaction after severe storms revealed gaps in its outage communications and processes. To address this challenge, Ameren partnered with E Source for program and portfolio evaluation services to develop a new customer-centered outage strategy.

E Source helped Ameren create a comprehensive solution that included updating IVR messaging, enhancing the outage map, and refining field processes. As a result, Ameren reduced calls transferred to customer service by 30% and introduced a new Potential Power Outage alert. This led to a 68% increase in satisfaction among customers who received the alert, with 94% finding it valuable.

Ameren Illinois