Case Study: AEP Energy achieves personalized customer experiences with Microsoft Corporation Dynamics 365 Customer Insights

AEP Energy lights up personalized experiences with Dynamics 365 Customer Insights

AEP Energy, a subsidiary serving more than 460,000 customers across residential, small business, commercial, and industrial markets, needed to keep up with rising customer expectations in a fast-changing energy landscape. To support growth and improve the customer experience, AEP Energy chose Microsoft Corporation’s Dynamics 365 Customer Insights as the foundation of its customer experience transformation.

Microsoft Corporation implemented Dynamics 365 Customer Insights to unify data from CRM, ERP, behavioral usage, and third-party sources into a 360-degree customer profile, integrated with Dynamics 365 Sales, Dynamics 365 Customer Service, and Microsoft Power BI. The result is smarter segmentation, faster sales cycles, better-targeted marketing, quicker issue resolution, and more personalized service, with AEP Energy expecting measurable gains in customer acquisition, retention, and satisfaction.

AEP Energy

James Petersen

Chief Operating Officer and President of Retail Services