Con Edison: Powering Up the Customer Experience
The Pega-based solution is a significant undertaking for us, as it will improve overall service levels and customer communications, as well as provide the transparency that will allow us to make continuous improvements in our performance.
- Provided visibility into every case
- Improved customer satisfaction by 20 points
- Completed compliance with PUC regulations
- Reduced cost of service
- Improved employee performance
The Business Issue
It’s no small matter to keep the power on for millions of customers in New York City. It was particularly difficult for Con Edison, which relied on disconnected legacy systems to manage requests, complaints, appointments and outage requests for its electric, gas and steam operations. Manual systems and outdated applications were used to track work requests, resolve complaints and coordinate work among operations crews and contractors. The result: low transparency, no audit trails, high response times, poor customer service, and high operating costs.
Con Edison identified Pega as the best way to automate and provide visibility into order origination, tracking, routing, proactive notification, correspondence generation, and other critical functions. Armed with the ability to track tasks and work assignments, the utility can now easily monitor and report on the status of customer requests. With more insight into work progress, Con Edison improved customer satisfaction by 20 points and reduced overall cost to serve.
Con Edison can now manage the end-to-end customer experience, from initial request through service delivery. The solution supports 65,000 new customer cases, 5,000 complaints, 50,000 outage requests and more than 100,000 customer appointments per year, all through integrated systems and with a unified customer view.
Now, customers can submit a request for service online or on the phone, and it is automatically routed to the appropriate responders. Greater visibility into work in process has helped the company improve performance and customer satisfaction, as well as comply with PUC regulations.