The challenge
Customer service representatives at a regional electricity provider in New Mexico worked with a slow and unwieldy user interface when inputting address changes or signing up customers on the phone. Customers sometimes faced their own challenges, often failing to locate needed information on the company’s online channels, leading to increased call center volumes. The provider turned to Cognizant to improve the customer service experience through web and mobile channels while also reducing pressure on the customer service team and lowering costs. It wanted to fully exploit digital platforms for the benefit of its 500,000 customers.