Case Study: Con Edison achieves 20-point customer satisfaction boost and end-to-end case visibility with Pegasystems

Con Edison Powering Up the Customer Experience

Consolidated Edison of New York, a major investor-owned energy company serving roughly 10 million customers, faced fragmented legacy systems and manual processes across its electric, gas and steam operations. That led to low transparency, slow response times, poor customer service and difficulty meeting Public Utility Commission reporting and compliance requirements while managing high volumes of cases, complaints, outage requests and appointments.

Using Pega, Con Edison implemented an integrated solution—case management, inquiries, outages and customer appointments—that automated routing, tracking, notifications and reporting and provided a unified customer view for 900+ users. The platform delivered visibility into every case, improved customer satisfaction by 20 points, achieved PUC compliance, reduced cost-to-serve and boosted employee performance while supporting tens of thousands of annual cases, complaints, outage requests and 100,000+ appointments.

Con Edison