Case Study: Superior Plus achieves a unified customer experience with NICE CXone

Superior Plus reduces 140+ IVRs to 8 with NICE Systems CXone

Superior Plus, a North American distributor of propane and energy services, faced a challenge with its highly fragmented customer service infrastructure. Due to growth through acquisition, the company operated over 140 distinct standalone IVR systems across its 40+ regional brands, creating an inconsistent and inefficient customer experience. To modernize its operations, Superior Plus partnered with vendor NICE to implement the NICE CXone platform.

The NICE solution consolidated the over 140 IVRs into just eight virtual contact centers on the CXone platform. This standardization provided sophisticated call routing, a popular callback queue, and new omnichannel capabilities. The results included a rise in customer satisfaction, a drop in abandoned calls, and significantly improved insights into agent performance and customer sentiment, helping the company proactively manage churn risk.

Superior Plus Propane