Case Study: South Jersey Industries improves email response times with MCA Connect and Microsoft Power Platform

South Jersey Industries boosts emails answered within 24 hours by 22.25% with MCA Connect

South Jersey Industries (SJI), an energy provider, struggled to manage over 35,000 annual customer email inquiries through a shared Outlook mailbox. Their customer service team faced challenges tracking correspondence, maintaining response consistency, and dealing with system performance issues. They partnered with MCA Connect to find a more effective email management solution.

MCA Connect implemented a custom solution using Microsoft Power Apps, Power Automate, and Power BI. This new system streamlined case management with defined stages, provided holistic customer interaction views, and introduced response templates. The results were significant, including year-over-year increases of 22.25% for emails answered within 24 hours and 11.42% for those answered within 48 hours, greatly improving customer service efficiency and satisfaction.

South Jersey Industries