Case Study: Western Resource Advocates achieves smoother rate transitions and better customer engagement with Uplight

Shining a Light on New Rate Plans for Residential and Business Customers

Western Resource Advocates faced the growing problem of utilities rolling customers onto new time‑of‑use (TOU) and demand rate plans that often caused confusion and reduced satisfaction. Uplight was brought in to help by applying its customer‑centric platform—including rate analysis tools, personalized education, targeted marketing and grid‑optimized enrollment—to make rate changes understandable and actionable for both residential and business customers.

Uplight implemented integrated MyAccount rate‑analysis tools and personalized next‑best‑actions, enabling businesses to compare dozens of plans and helping over 600,000 business customers evaluate hypothetical usage changes. For residential programs Uplight deployed a solution in under 10 weeks that supported 200 CSRs and more than one million customers with 30+ personalized actions, and powered LMI outreach covering 500,000+ customers in Phase 1 (expanding to 3.1M in Phase 2), smoothing rollouts and improving customer empowerment.

Western Resource Advocates

Gwen Farnsworth

Senior Energy Policy Advisor