Puget Sound Energy (PSE) is a utility company serving approximately 1.1 million electric and 825,000 natural gas customers across 10 counties in western Washington.
Sitecore Experience Awards
Puget Sound Energy
Challenge
- Handling 4M calls annually was expensive and time consuming for employees
- Reduce employee workload
- Provide digitally enabled services to customers
- Improve customer experience
Solution
- Sitecore Experience Platform (XP 9.0)
- Sitecore Experience Database (xDB)
- Sitecore Experience Accelerator (SXA)
- Sitecore Experience Manager (EXM)
- Sitecore Mobile SDK or Xamarin
- Sitecore Connect
- Sitecore Experience Analytics Tools (xAnalytics, Path Analyzer, xProfile)
- SAP integration
Result
- Reduced call volumes by 20%
- Improved efficiency and customer experience
- Easier more seamless customer experience through digital channels
- Decreased operational costs
- Seven-point increase in J.D. Power CSAT score
- Complete digital customer service transformation completion in 18 months
Platinum Solution Partner
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