Case Study: Hawaiian Electric improves customer service and cuts costs with PTP’s contact center solution

Hawaiian Electric improves call routing for 1.33 million customers with PTP

Hawaiian Electric Company (HECO), the primary energy provider for six Hawaiian islands, faced challenges with a fragmented and outdated contact center. This led to slow issue resolution, ineffective outage communication, and a lack of self-service options for its customers. To improve the customer experience, HECO partnered with vendor Performance Technology Partners (PTP) to implement an updated contact center solution.

Performance Technology Partners built and implemented a unified contact center platform for HECO. The solution included intelligent call routing, advanced self-service IVR options, and a 360-degree customer view for agents. The results were significantly improved call resolution times, increased service levels, and reduced operating costs, ultimately benefiting 1.33 million customers.

Hawaiian Electric Company