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1 -800-530-4251 | I N M O M E N T. C O M
InMoment Case Study | Westar Energy
Harnessing Positive EnergyWESTAR ENERGY POWERS BUSINESS PERFORMANCE BY
STAYING AHEAD OF CUSTOMER EXPECTATIONS
Homes, businesses, and communities in Eastern Kansas rely on Westar Energy for safe,
dependable electricity. As the only energy provider in the area, Westar understands
the privilege and responsibility of serving 700,000 residential, commercial, and
industrial customers. While it’s already the largest electricity provider in Kansas with
35,000 miles of transmission and distribution lines, it’s not done growing. It continues
to diversify its renewable power supply, and has a portfolio of coal, uranium, natural
gas, wind, solar, and landfill gas. Its innovative energy programs called for an equally
innovative customer experience partner.
1 -800-530-4251 | I N M O M E N T. C O M
Because It’s the Right Thing to Do
“We want to be good partners with our customers,” says Alicia
Grissom, Customer Experience Manager at Westar Energy. “We
want to take proactive steps to better communicate with our
customers so we can provide a superior customer experience—
not because we have to, but because it’s the right thing to do.”
Westar partnered with InMoment to gather, analyze, and disperse
data from various listening posts throughout the customer
journey. Using the InMoment platform, Westar ingests 400 pieces
of customer feedback each week through its contact center, field
agents, and other customer touchpoints. However, the company
understands that all the data in the world doesn’t lead to positive
change unless the right insights are surfaced and acted on.
“WE WANT TO TAKE PROACTIVE
STEPS TO BETTER COMMUNI-
CATE WITH OUR CUSTOMERS SO
WE CAN PROVIDE A SUPERIOR
CUSTOMER EXPERIENCE—NOT
BECAUSE WE HAVE TO, BUT
BECAUSE IT’S THE RIGHT THING
TO DO.”
Alicia Grissom, Customer Experience Manager, Westar Energy
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Keeping the Energy Flowing
Westar created Touchpoint Teams—which consist of six to eight
employees from different departments—to bring a diverse
view to data-generated trends. Teams have up to four weeks
to discuss a specific customer pain point, strategically plan a
resolution, and develop a presentation for the executive team.
The pitch meetings are conducted “Shark Tank” style—executives
ask questions and help refine the vision—and if the plan passes,
the team is charged with implementing it.
Overgrown tree branches can wreak havoc on power lines,
causing outages and dangerous situations. In the past, Westar
outsourced tree trimming services, but using advanced text
analytics, InMoment found that customers wanted more
information and better communication about this service. One
Touchpoint Team was tasked with examining this feedback and,
after analysis, recommended eliminating outside contractors and
creating an internal “Vegetation Central” department.
The new team consists of contact center agents who field
requests and answer questions, and vegetation specialists who
meet with customers to inspect properties, make recommenda-
tions, and perform tree trimming services. In addition to clearing
service lines, Westar trims additional trees on the property as a
courtesy to its customers.
It’s this type of service that has kept customers’ lights on for
over one hundred years, and will keep energy flowing for one
hundred more.
700,000RESIDENTIAL, COMMERCIAL, & INDUSTRIAL CUSTOMERS
BY THE NUMBERSPARTNER SINCE 2014
2,400EMPLOYEES $2.5B
ANNUAL REVENUE
35,000MILES OF TRANSMISSION & DISTRIBUTION LINES