Case Study: SMUD modernizes customer service and boosts self-service with Performance Technology Partners (PTP)

SMUD boosts customer satisfaction to 723/1,000 with PTP

The Sacramento Municipal Utility District (SMUD) faced significant challenges with its outdated legacy voice systems and infrastructure, which were unable to handle increased call volumes during outages and created obstacles to employee efficiency. Performance Technology Partners (PTP) was engaged to conduct a technological and customer experience assessment to address these issues.

Performance Technology Partners (PTP) implemented a multichannel customer service portal for SMUD, which included a new premise-based solution to replace end-of-life technologies. This centralized infrastructure consolidated 15 different systems, reduced overall call volume, and increased self-service options. The project resulted in a 10% year-over-year growth in revenue and a high customer satisfaction score of 723 out of 1,000 from JD Power & Associates.

SMUD