Case Study: Large Dual-Fuel Midwestern Utility doubles business customer engagement with Uplight

Boosting Business Customer Engagement with Outbound Communications

Large Dual-Fuel Midwestern Utility struggled to reach and engage a diverse set of business customers—particularly SMBs whose decision-makers have limited time and often distrust utility communications. In 2018 the utility adopted Uplight’s Business Customer solution, including the Engagement Portal, to provide single-sign-on access to personalized energy insights, usage trends, peer comparisons, and tailored recommendations, but initial portal adoption lagged.

To boost engagement the utility launched Uplight’s outbound communications product in 2023, sending monthly usage-and-cost summaries directly to customers’ inboxes so insights were consumable without logging in. After rollout, portal log-ins, usage chart views, and profile updates doubled year‑over‑year, increased KAM and C&I customer engagement, and enabled more personalized recommendations—demonstrating Uplight’s measurable impact on customer engagement and program effectiveness.