Entegrus - Customer Case Study

Entegrus—an electric and water utility in southwestern Ontario—services over 40,000 metered customers. They are 90% owned by the Municipality of Chatham-Kent and 10% owned by Corix Energy. Entegrus previously offered a customer portal, but it was not user-friendly. They purchased Capricorn to attract more self-service users through an easy-to-navigate web portal—with an ultimate goal of driving more customers toward paperless billing. Capricorn provided Entegrus with a wealth of new self-service features for their customers to take advantage of. Customers particularly appreciate Capricorn’s mobile functionality, which provides access to their accounts on any mobile device, at any time. Happy with Capricorn’s results, Entegrus decided to pair it with Apollo. Immediately, they were able to offer their customers a wide assortment of intelligent forms for everything from new connection agreements and pre-authorized payments, to streetlight outage reporting, and more. Customers express high levels of satisfaction with their ability to contact Entegrus at any time—knowing all concerns and inquiries are addressed quickly. Employees also appreciate the features of Capricorn and Apollo. By automating workflows, streamlining processes, and minimizing the potential for human error, Entegrus reduces the strain on employees across the Entegrus organization, while simultaneously increasing productivity.