Case Study: Dominion Energy boosts customer onboarding and NPS with InfoSlips

Dominion Energy lifts NPS by 11 points with InfoSlips

Dominion Energy faced a significant challenge with its new customer onboarding process, as customers were left without essential account information and forced to call the contact center for details like their account number and first bill date. This created high call volumes, operational inefficiencies, and customer frustration. To address this, the utility partnered with vendor InfoSlips to implement a solution using an interactive Welcome Pack.

InfoSlips' solution provided a personalized, interactive Welcome Pack emailed to customers immediately after signup, giving them authenticated access to all necessary account information. The results were substantial, including a 73% recall rate for the welcome email and a 92% engagement rate. Most significantly, Dominion Energy's Net Promoter Score (NPS) increased by 11 points to 63, lifting it above the industry average. The project also achieved a rapid return on investment, being fully implemented in just 3.5 months.

Dominion Energy