Case Study: JEA improves LMI customer support with E Source data-driven payment assistance outreach

JEA reaches 30,000 customers with payment assistance campaign using E Source

JEA, a community-owned utility in Jacksonville, Florida, wanted to better connect with and support its low- and moderate-income (LMI) customers. Their challenge was finding the most effective way to inform this vulnerable demographic about available bill payment assistance programs. This led them to seek insights from E Source.

Attending an E Source forum provided JEA with crucial data, revealing a significant lack of awareness about payment help among customers. Using these insights, E Source inspired JEA to launch a compassion-driven email campaign targeting specific LMI customers. The campaign detailed assistance options like payment extensions. The results were impressive: the emails reached over 30,000 customers, generated more than 1,000 clicks, and content on payment extensions resonated with 25% of readers, demonstrating the campaign's successful impact.

JEA