EPCOR USA is one of the largest private utilities in the U.S. Southwest. It provides water, wastewater, and distribution services to over 665,000 customers in Arizona, New Mexico, and Texas. A subsidiary of EPCOR Utilities, it’s part of an energy services network serving more than 1.6 million customers in the U.S. and Canada.
EPCOR USA’s vision was to focus its resources on high-quality customer interactions related to resolving tough issues like water quality and conservation. However, its support staff had to spend the majority of its time fielding customer calls about high bills and other routine complaints.
• To free up staff time for improved customer engagement, EPCOR needed to provide more self-service options to its customers.
• In addition, as EPCOR USA’s customer base continued to grow, the utility faced another challenge: improving customer satisfaction levels without increasing its current staffing levels.
• Finally, it wanted to provide convenient remote account access to its “snowbird” customers—the 20% of its Southwest client base that live in the region only part of the year.