Case Study: EPCOR achieves 95% customer satisfaction and 18% call volume reduction with VertexOne Customer Advantage

Boosting Customer Satisfaction Levels and Decreasing Call Volumes at EPCOR USA

EPCOR, a utility serving roughly 780,000 customers in the U.S. Southwest, faced high volumes of routine billing and service calls that were tying up staff and preventing focus on more complex issues; they needed a scalable digital self-service solution that could be deployed without adding headcount and that would support seasonal "snowbird" customers. EPCOR selected Vertexone’s Customer Advantage to provide online account management, payments, and self-service options.

Vertexone implemented a hosted, managed customer engagement portal with mobile-friendly self-service, 24x7 payments, personalized communications, and flexible due-date selection. As a result, despite a 6.5% increase in accounts served, call volume decreased 18% and customer satisfaction rose from 89% to 95%—achieved without hiring additional support staff and with the core rollout completed nine months after contract signing.

EPCOR

Sarah Skaggs

Director of Customer Care