Case Study: Clay Electric Cooperative achieves top customer satisfaction with NISC

Clay Electric Cooperative boosts member satisfaction with NISC, ranking No. 1 in 4 J.D. Power categories

Clay Electric Cooperative, an 87-year-old utility serving 190,000 meters, faced challenges in scaling its operations and improving member interactions. Their previous systems were paper-based and not attuned to the cooperative business model, leading to inefficiencies in outage management, billing, and customer service. The co-op partnered with NISC to implement its enterprise solution, including an Outage Management System and the branded SmartHub mobile app "My Clay Electric," following a major investment in smart meter infrastructure.

NISC implemented a comprehensive enterprise solution that automated processes, provided real-time data for field crews, and introduced a member-focused mobile app. This partnership, rooted in a shared cooperative culture, led to Clay Electric achieving the highest J.D. Power award for customer satisfaction among cooperatives less than a year after going live. The co-op ranked number one in the nation in four out of six categories, including price and communication, demonstrating a radically improved member experience and enhanced operational safety.

Clay Electric Cooperative