Case Study: UGI Utilities achieves improved self-service and reduced call volume with Verint Systems

UGI Utilities Uses XM Insights to Power Customer-Experience and Brand Value Improvements

UGI Utilities, a Pennsylvania-based natural gas and electric distributor serving over 735,000 customers, faced rising customer expectations for digital self‑service and needed a focused initiative to improve online task completion, monitor contact-center performance, and understand how failed digital journeys affected CSAT and NPS—challenges amplified by changing customer behavior during the COVID‑19 pandemic.

UGI deployed Verint Experience Cloud to capture journey‑wide feedback, using post‑call surveys and web feedback to aggregate insights across the contact center, website, and portal. The program guided the addition of self‑service tools, clarified payment flows, reduced payment issues and related call volume, improved CSAT and brand perception, and enabled cross‑team prioritization of continuous CX improvements.

UGI Utilities

Daniel Adamo

Director, Customer Service