Case Study: a large midwestern electric utility reduces call center volume with GridX Empower

Large Midwestern Electric Utility reduces call center volume 1.3% with GridX

A large midwestern electric utility was facing the challenge of providing its customers, over 40% of whom are low-to-medium income, with better insight into their upcoming bills to help them avoid financial hardship. They sought a solution to make the existing GridX Bill Forecast feature more convenient and accessible outside of their Energy Use Portal.

GridX implemented its Empower APIs and widgets to seamlessly embed a white-label bill forecast directly on the utility's corporate homepage. This solution significantly streamlined the customer journey. The results for the utility included a 1.3% reduction in inbound call center volume, resulting in annual savings of $208,000, and drove a 10% year-over-year increase in portal usage.