Case Study: DTE Energy improves customer experience and reduces call center costs with ForeSee

DTE Energy Improves Customer Experience and Dramatically Reduces Costs with Continuous Website Improvements

DTE Energy, a leading utility provider in Southeastern Michigan, wanted to improve customer satisfaction with its website and reduce reliance on its call center. After launching a new service channel, the company turned to ForeSee and its online Voice of Customer survey methodology to understand why website users were less satisfied than expected and what they actually wanted from the site.

Using ForeSee insights, DTE Energy added high-priority self-service features such as online bill pay, billing history, AutoPay, and account service changes, then redesigned the site around customer needs. The result was a 27% increase in customer satisfaction, 40% year-over-year growth in new registrations, 4% call deflection worth about $1.76 million annually, and $54 million in online bill payments, with lower fulfillment costs for DTE Energy.

DTE Energy

Suzanne Thornton

Channel Manager of Customer Service