Case Study: Ameren reduces call volume and boosts self-service with KUBRA Notifi

Ameren Increases Customer Satisfaction and Improves eBill Adoption with Email and Text Message Alerts

Ameren, a utility serving electric and natural gas customers in Missouri and Illinois, needed a better way to proactively communicate with customers and manage preferences. The company wanted to reduce inbound call volume, improve self-service, increase operating efficiency, and support its eBill program while handling alerts for items like reconnects, assistance pledges, and account status. To meet these needs, Ameren turned to KUBRA and its Notifi Automated Alert and Preference Management system.

KUBRA implemented a scalable alert and preference center solution that let customers enroll in email and text alerts through Ameren’s website, text short code, or call center support. The program launched in 2013 and quickly scaled to about 375,000 registered customer accounts by March 2015, sending roughly 8 million messages in 2014 and helping drive eBilling growth from about 170,000 accounts to over 325,000, a 191% increase. Ameren also reported a dramatic reduction in call-center inquiries, showing strong customer engagement and measurable operational benefits from KUBRA’s solution.

Ameren