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 Manual systems and outdated applications were used to track work requests, resolve complaints and coordinate work among operations crews and contractors.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.
The utility identified Pega as the best way to automate and provide visibility. 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. Agents required minimal training to create and resolve cases. Pega’s flexible, business-focused case templates for defining work project tasks are easily modified as needs grow and change.