Case Study: Superior Plus Propane achieves a unified, modern customer experience with NICE Systems CXone Mpower

Superior Plus steadies services with NiCE CXone Mpower

Superior Plus Propane, a major propane distributor serving customers across Canada and the U.S., was managing more than 140 separate IVR systems across acquired brands and disconnected contact centers. This created an inconsistent customer experience, limited visibility into performance and sentiment, and made it difficult for NICE Systems to help the company modernize service while preserving local brand relationships.

NICE Systems implemented the CXone Mpower platform to unify operations into eight virtual contact centers, add omnichannel routing, self-service, analytics, and knowledge management, and standardize the customer experience. The results include fewer repeat and abandoned calls, rising customer satisfaction, and a major reduction in complexity—from 140+ standalone IVRs to 8—while giving Superior Plus clearer reporting and better agent productivity insights.

Superior Plus Propane

Alex Wozniak

Director of Customer Advocacy and Retention