Con Edison, a utility company, has grown its digital services and increased customer satisfaction with a personalized experience, including the ability to view and track energy consumption.
Sitecore Experience Awards
Con Edison
SEA category: Most intelligent content optimization
Challenges
- Build a digital experience to allow customers to self-serve
- Connect legacy and disparate data and systems
- Create personalized experience with data visualization and messages
- Launch ability for efficient campaigns
- Integrate mobile app and website
- Increase customer satisfaction
- Deliver short-form, digestible content
Solutions
- Sitecore Experience Platform (XP 8.2)
- Integrations include:
- API
- Okta
- Experian
Results
- Created an intuitive, modularized dashboard
- Delivered personalized messages
- Increased number of customers signing up for digital services
- Grew engagement; average of 477,000 engagements/week on personalized visualization charts
- Boosted customer satisfaction; NPS Score of +46.3, up 10.3 points year-over-year
- > $1 million in cost savings since 2017
- Retained nearly 95% of enrolled customers in Rate Pilot Program
- Built modularized Energy Futures Hub
- Generated thousands of unique page views for Energy Futures Hub, among top five pages visited
