Case Study: SMECO boosts customer engagement and self-service with KUBRA

SMECO - Customer Case Study

SMECO, a Maryland electric cooperative serving 160,000 accounts, wanted to improve customer service by modernizing its alerts and preference management system and revamping its mobile app. Working with KUBRA, SMECO set out to create a more cohesive customer engagement experience, add new communication channels, increase alert enrollments, and make billing, payments, and outage reporting easier for customers.

KUBRA implemented upgrades to Notifi® and launched the SMECO 24/7 native mobile app, adding past due alerts, flexible SMS payment options, multi-account self-service, bill viewing and payment, outage reporting, and push notifications. The results included alert enrollments rising from about 58,000 to over 138,000 in a few months, later reaching more than 148,000, while app downloads increased by 41% after launch and about 6% of customers installed the app, helping drive higher engagement and more self-service.

SMECO