Case Study: Citizens Energy Group improves field service efficiency with KloudGin

Citizens Energy Group boosts on-time appointments to 95.3% with KloudGin

Citizens Energy Group, an Indianapolis-based multi-utility provider, faced operational challenges due to its legacy field service management system reaching end-of-life. The system’s lack of integration and real-time capabilities created bottlenecks, hindering emergency response times and customer communication. Seeking to elevate customer experience, Citizens partnered with KloudGin to implement a mobile-first, unified platform to streamline dispatch and increase technician productivity.

KloudGin provided an integrated solution featuring its Work Management and Connected Customer services, which automated scheduling and provided real-time updates. This implementation resulted in a 1.7% increase in on-time appointment rates to 95.3% and a 161% expansion in offering shorter customer appointment windows. Emergency response times also improved significantly, with water responses 5.2% faster and sewer responses 10.4% faster, enabling Citizens to deliver a more efficient, transparent service experience.

Citizens Energy Group