Case Study: Reliant achieves higher customer retention and NPS with InMoment

Reliant boosts NPS 152% with InMoment

Reliant, a Texas-based energy provider, faced intense competition in a deregulated market where customer retention and acquisition were its biggest challenges. To differentiate beyond price, Reliant needed to embed a customer-centric culture and leverage customer insights. They partnered with the vendor InMoment, a customer experience software and services provider, to evolve their existing CX program.

InMoment helped Reliant implement a comprehensive CX strategy that combined data-driven metrics with cultural change. This included increasing customer feedback touchpoints by 220%, embedding accountable "Customer First Fanatics" across all departments, and gaining strong executive sponsorship. Key results with InMoment included a 152% increase in Net Promoter Score, a 65% reduction in survey/analysis costs, and the highest customer renewal rate in company history.

Reliant