Case Study: Leading Utility Service Provider achieves operational efficiency and improved customer engagement with FCI CCM

Leading Utility Service Provider increased their Operational Efficiency by transforming its Customer Communication Processes

Leading Utility Service Provider, a major US utility specializing in energy efficiency, gas supply and independent power production, needed to modernize and automate its customer communications. The organization sought a solution to manage bill generation and distribution, reduce reliance on third‑party printing, automate documentation and contracts, engage customers via bills and notices, eliminate departmental silos and reduce IT dependency while handling 1M–10M communications per month. FCI CCM was engaged to deliver an omni‑channel customer communication management solution.

FCI CCM implemented an omni‑channel CCM platform that delivered unified, bi‑directional and interactive communications, digital onboarding, self‑service capabilities and automated CRM communications—enabling personalized, dynamic account statements and rapid campaign launches. The deployment reduced print and mailing costs, lowered inbound call volumes, improved one‑to‑one engagement and yielded measurable impact: 15–20% improvement in customer satisfaction/Net Promoter Score and 10–15% annual cost savings while supporting 1M–10M communications per month.