Uplight Case Studies Arizona Public Service Call Center Engagement Turns High Bill Callers into More Satisfied Customers

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	Arizona Public Service Call Center Engagement Turns High Bill Callers into More Satisfied Customers Uplight

Arizona Public Service Call Center Engagement Turns High Bill Callers into More Satisfied Customers

Uplight

Technology Category	Analytics & Modeling - Predictive Analytics Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Utilities
Use Cases	Energy Management System Remote Asset Management
Services	Software Design & Engineering Services System Integration
Challenge	Every summer, Arizona Public Service (APS) faces the challenge of increased customer complaints due to high electricity bills caused by the desert heat. The spike in air conditioning usage leads to higher bills, resulting in a surge of complaints handled by the call center. In the summer of 2014, APS aimed to turn these unhappy customer calls into engagement opportunities. The goal was to educate customers on no-cost, low-cost, and behavioral changes to reduce high bills, thereby improving customer satisfaction and call resolution without negatively impacting call handle time. Read More
About Customer	Arizona Public Service (APS) is a major utility company serving the state of Arizona. APS faces unique challenges due to the extreme desert heat, which significantly increases electricity usage during the summer months. This surge in usage leads to higher electricity bills and a corresponding increase in customer complaints. APS is committed to improving customer satisfaction and operational efficiency, particularly during peak usage periods. The company partnered with Uplight to leverage advanced energy assessment tools to educate and engage customers, aiming to turn high-bill complaints into positive customer experiences. Read More
Solution	In Spring 2014, APS's Energy Efficiency team collaborated with the APS call center to address high bill complaints during the summer. They integrated Uplight’s Energy Assessment into their call center operations. Call center representatives were provided with auto-generated letters that educated customers on energy-saving measures. These letters were incorporated into the new high bill training and scripts for all call center reps. The campaign aimed to serve as a self-service tool for customers, helping them understand and implement no-cost, low-cost, and behavioral changes to reduce their electricity bills. The initiative led to the successful engagement of 7,158 customers, significantly exceeding APS's initial projections. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Functional Applications - Enterprise Resource Planning Systems (ERP)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Utilities

Use Cases

Energy Management System

Remote Asset Management

Services

Software Design & Engineering Services

System Integration

Challenge

Every summer, Arizona Public Service (APS) faces the challenge of increased customer complaints due to high electricity bills caused by the desert heat. The spike in air conditioning usage leads to higher bills, resulting in a surge of complaints handled by the call center. In the summer of 2014, APS aimed to turn these unhappy customer calls into engagement opportunities. The goal was to educate customers on no-cost, low-cost, and behavioral changes to reduce high bills, thereby improving customer satisfaction and call resolution without negatively impacting call handle time.

About Customer

Arizona Public Service (APS) is a major utility company serving the state of Arizona. APS faces unique challenges due to the extreme desert heat, which significantly increases electricity usage during the summer months. This surge in usage leads to higher electricity bills and a corresponding increase in customer complaints. APS is committed to improving customer satisfaction and operational efficiency, particularly during peak usage periods. The company partnered with Uplight to leverage advanced energy assessment tools to educate and engage customers, aiming to turn high-bill complaints into positive customer experiences.

Solution

In Spring 2014, APS's Energy Efficiency team collaborated with the APS call center to address high bill complaints during the summer. They integrated Uplight’s Energy Assessment into their call center operations. Call center representatives were provided with auto-generated letters that educated customers on energy-saving measures. These letters were incorporated into the new high bill training and scripts for all call center reps. The campaign aimed to serve as a self-service tool for customers, helping them understand and implement no-cost, low-cost, and behavioral changes to reduce their electricity bills. The initiative led to the successful engagement of 7,158 customers, significantly exceeding APS's initial projections.

Impact #1	The campaign led to a 5% increase in overall customer satisfaction with APS customer service.
Impact #2	There was a 14% increase in satisfaction with APS’s contact resolution.
Impact #3	The initiative had zero negative impact on call handle time, maintaining the same average call handle time as the previous year.

Impact #1

The campaign led to a 5% increase in overall customer satisfaction with APS customer service.

Impact #2

There was a 14% increase in satisfaction with APS’s contact resolution.

Impact #3

The initiative had zero negative impact on call handle time, maintaining the same average call handle time as the previous year.

Benefit #1	5% increase in overall customer satisfaction with APS customer service.
Benefit #2	14% increase in satisfaction with APS’s contact resolution.
Benefit #3	Engaged 7,158 customers during the campaign period.

Benefit #1

5% increase in overall customer satisfaction with APS customer service.

Benefit #2

14% increase in satisfaction with APS’s contact resolution.

Benefit #3

Engaged 7,158 customers during the campaign period.

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Overview

Arizona Public Service Call Center Engagement Turns High Bill Callers into More Satisfied Customers

Operational Impact

Quantitative Benefit