Case Study: Mountaineer Gas Company achieves 50% self-service call resolution and reduced operational costs with Vocantas Utilities OnCall IVR

Mountaineer Gas Company - Customer Case Study

Mountaineer Gas Company, a 400-employee natural gas utility in West Virginia, needed to reduce high volumes of routine customer calls (account balance, payment options, account history) that required live agent interaction to lower operational costs. They selected Vocantas and implemented the Vocantas Utilities OnCall solution (deployed through Cogsdale Corporation) after learning of its success at another utility.

Vocantas delivered an integrated IVR application offered to all 200,000+ customers via the initial telephone menu, seamlessly connecting to Mountaineer’s existing databases and enterprise systems. As a result, Vocantas’ solution now resolves roughly 50% of customer service calls within the IVR, delivering improved efficiencies and reduced overall operational costs while meeting the company’s go‑live timeline.

Mountaineer Gas Company

Larry Meador

Customer Service Manager