NV GEBE - Customer Case Study

NV GEBE is the publicly owned electric and water utility of the Caribbean island of St. Maarten. Currently they service approximately 70,000 metered customers. When NV GEBE began searching for a web portal solution, they had several goals—all of which centered around migrating their customers to online self-service tools. NV GEBE needed a solution that would help them keep pace with technical innovations while also allowing its employees to provide outstanding customer service. After researching several options online, NV GEBE chose Capricorn because of its robust assortment of features, relative to its cost. After integrating Capricorn into their existing system, employees were able to connect with customers in a timely manner—allowing them to immediately explain any upcoming changes to billing or service. And because Capricorn provides users with such an intuitive layout and design, NV GEBE customers were able to easily navigate their new self-service web portal. Since the summer of 2014, NV GEBE has seen paperless billing signups increase and call centre volumes decrease. Most importantly, they have found customers are now better equipped to make payments on time, from anywhere. In addition to Capricorn, NV GEBE also chose the SilverBlaze CMS to develop and launch a new corporate website. Launched in early 2016, this website offered seamless integration with the Capricorn customer portal.