Case Study

Reducing Cost to Serve and Elevating Service Quality in Energy Customer Care

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Overview

A major U.S. energy provider faced rising customer care costs, high call volumes, and declining satisfaction. Legacy processes and inconsistent vendor performance limited efficiency and eroded customer trust. The client engaged ContactPoint 360 (CP360) to modernize service delivery, reduce costs, and improve customer outcomes. For the client, this translates to increased CSAT scores, reduced call volumes by 35%, and annual savings of $4 million.

Key Highlights

Directing customers to digital self-service channels

Precision coaching and analytics

Building structured playbooks for outages and billing disputes.

Creation of a White Glove Team to manage complex, high-risk cases and reduce repeat calls

Scale of dedicated Spanish-speaking teams

Challenges

High call volumes

Escalating operational costs

Declining customer satisfaction

Vendor variability

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

Annual Savings

%

CSAT Improvement

FCR

Provider Status

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