customer experience
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In the US state of Missouri, City Utilities Springfield has selected Smart Energy Water (SEW) to improve customer experience and service.

SEW has been selected as the cloud technology platform provider for delivering digital customer experience.

City Utilities Springfield has adopted SEW’s Smart Customer Mobile cloud platform to modernize customer services for more than 280,000 consumers. Of the consumers, 116,000 are electric, 84,000 are natural gas and 83,000 are water consumers.

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The platform enables the utility to leverage cloud, artificial intelligence, machine learning, and IoT to digitise customer experience.

The project will enable consumers to deliver self-service capabilities such as paying bills online and managing accounts and outages.

Brent Baker, the associate general manager of customer operations and communications at Springfield City Utilities, said: “SEW’s digital Customer Experience (CX) platform gives us the latest cloud and mobile technologies to empower our customers and enable them to make better decisions about their energy and water use. It streamlines their interactions with the utility for payment, outage, efficiency solutions and service.

“This modernisation effort and SEW’s roadmap of use cases will help us dramatically expand customer service while simultaneously reducing operating costs into the future.

“Ultimately, our goal is to lead the utility industry in customer service and satisfaction.

“Our formal evaluation and selection process revealed that the flexibility and reliability of the SEW platform will allow us to improve our brand and our trust relationship with the customer base we are here to serve.”