Case Study: EPCOR achieves 95% customer satisfaction and 18% fewer calls with VertexOne CIS Essentials

EPCOR USA Plans Customer Service Excellence with CIS Essentials

EPCOR, a North American utility serving roughly 780,000 water, wastewater and natural gas customers, needed to raise customer satisfaction and support a growing account base without increasing staff. After issuing an RFP for CIS modernization, proactive communications, outage notifications, new metering support and more automated dispatch/field service, EPCOR chose VertexOne and its Customer Advantage and CIS Essentials offerings to meet those requirements.

VertexOne implemented its Customer Engagement suite (Customer Advantage, Communication Advantage, Document Advantage) along with CIS Essentials, FieldWork and WaterSmart/MeterSmart across EPCOR’s operations as part of a three-year modernization. The solution was deployed rapidly (Customer Advantage in nine months), helped make EPCOR’s rate/recovery case, and produced measurable results: customer satisfaction rose to 95% and call volume fell 18% while total accounts grew 6.5%.

EPCOR

Sarah Skaggs

Director of Customer Care