Case Study: Great Lakes Energy achieves 90%+ staff time savings with NISC automation

Great Lakes Energy cuts reconnect processing time by more than 90% with NISC

Great Lakes Energy (GLE) faced challenges in deploying its new Truestream broadband service, including workflow inefficiencies and manually intensive processes for managing delinquent accounts and reconnects. These processes strained staff resources and impacted customer service. The utility partnered with its technology vendor, National Information Solutions Cooperative (NISC), to address these operational hurdles.

NISC implemented an automated solution for mass disconnects and reconnects, which drastically reduced the manual effort required. This automation led to a staff time savings of over 90% per month for these processes, improved data integrity, and enabled 24/7 service restoration. The efficiencies supported Truestream's strong growth and customer satisfaction, with the subsidiary achieving over a 95% customer satisfaction rating and a net promoter score of 87.

Great Lakes Energy (gle)