Oakville Hydro - Customer Case Study

Located in Oakville, Ontario, Oakville Hydro is an electrical utility provider with over 67,000 metered customers. They came to us with the goal of improving customer satisfaction by implementing a diverse collection of self-service options. They wanted a solution with an aesthetically pleasing interface that was also feature-rich relative to cost. After choosing Capricorn and Apollo, Oakville Hydro was able to quickly implement and roll out customer web forms, promote a new, environmentally conscious paperless environment, and integrate self-service web portals into their existing systems. Capricorn was also used to provide Oakville Hydro customers with the ability to monitor their electric consumption online, set up usage alerts, and view their account history. In addition, Oakville Hydro also purchased the SilverBlaze CMS. With the CMS, they launched a new corporate website in early 2016 with seamless integration into the Capricorn customer portal. As of 2016, Oakville Hydro has been using Capricorn and Apollo for two years—and the results have been positive. Customers regularly report increased satisfaction and a positive overall experience, while employees have noted a reduction in time spent performing redundant tasks.