Enhancing Customer Experience in the Energy & Utility Sector
With increasing demands for sustainability, efficiency, and seamless digital interactions, the energy and utility sector is undergoing a significant transformation. Companies are leveraging advanced Digital Experience Platforms (DXPs) to optimize customer engagement, improve service delivery, and ensure regulatory compliance. A recent industry report highlights how integrating AI-driven analytics, self-service portals, and omnichannel support can enhance customer satisfaction while reducing operational costs. The shift towards smart grids, renewable energy solutions, and real-time monitoring further emphasizes the need for a digital-first approach in the energy sector.
Client’s Need
Client had issues on their existing platform:
- Content was difficult to maintain sustainably.
The processes for content management and updating weren’t scalable as they tried to manage frequent content changes. - Development required too much time and too many resources.
They couldn’t meet their development goals fast enough, and they were expending too much valuable effort. - The website wasn’t enterprise-ready.
Site performance wasn’t stable, with users experiencing slow page loads and non-optimized site features.
Solutions
Client leveraged Liferay Global Services for expert custom development assistance and Liferay Support for additional help with issues that cropped up.
Client reworked their public website and launched a self-service portal and mobile application. Visitors to the public website can find vendor information, safety tips, and government policies as well as information about planned power outages and predicted resolution times. Customers logging into the self-service portal can make payments, view their bill history, and track the status of a complaint
.
Solutions
Client leveraged Liferay Global Services for expert custom development assistance and Liferay Support for additional help with issues that cropped up.
Client reworked their public website and launched a self-service portal and mobile application. Visitors to the public website can find vendor information, safety tips, and government policies as well as information about planned power outages and predicted resolution times. Customers logging into the self-service portal can make payments, view their bill history, and track the status of a complaint
.
Benefits
- Increased online payments from 30% to 80%.
As a result of the streamlined and secure self-service portal, 50% more customers are using the portal for their bills. - Reduced development resources by 20%.
Because of Liferay’s out-of-the-box features, the development team can target their efforts more strategically and meet business requirements faster.
