Case Study: Sacramento Municipal Utility District achieves consistent, personalized customer experiences with Sitecore

Sacramento Municipality Utility District - Customer Case Study

The Sacramento Municipal Utility District (SMUD) faced fragmented customer experiences across multiple websites and needed a consistent, account-aware experience that delivered relevant content based on user preferences and CRM data. To address this, SMUD worked with Sitecore and deployed Sitecore Experience Platform (XP 9.0), Sitecore Experience Database (xDB) and Federated Experience Manager (FxM) to build a common content repository and enable personalized content delivery.

Sitecore implemented XP/xDB with FxM integrations, custom personalization rules, CRM synchronization and content-pushing capabilities (including reverse identification of contacts), and published personalized content through SMUD’s My Account portal. The deployment improved business processes, drove targeted content that triggered customer goals, enabled deeper personalization by pulling content from CRM, and streamlined content management and delivery under Sitecore.

Sacramento Municipality Utility District