Case Study: Westar Energy improves customer experience and operational reliability with InMoment

Westar energy powers business performance by Staying ahead of customer expectations

Westar Energy, the largest electricity provider in Kansas serving about 700,000 residential, commercial, and industrial customers, partnered with InMoment to better harness customer feedback and proactively improve the customer experience. Although Westar collected roughly 400 pieces of feedback weekly across contact centers and field touchpoints, the company needed to surface the right insights and act on them—customers were especially asking for clearer communication about services like tree trimming.

Using InMoment’s analytics, Westar formed cross-functional Touchpoint Teams that vetted opportunities “Shark Tank” style and implemented the top recommendations. One outcome was creating an internal Vegetation Central—combining contact center agents and vegetation specialists to inspect properties, communicate proactively, and perform tree trimming—resulting in clearer communication, improved service delivery, and reduced outage risk.

Westar Energy

Alicia Grissom

Customer Experience Manager