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CUSTOMER SUCCESS STORY

Fortune 100 Energy Provider’s CX Revolutionized with Chatbot AI

A Fortune 100 energy company found it increasingly challenging to manage the sheer volume of incoming customer service and account-related tickets. Seeking to create a responsive AI-powered way for customers to interact with their utility provider, the customer contacted rSTAR.
In this case study, we’ll reveal how rSTAR helped this Fortune 100 company:
  • Accelerate customer support through an omnichannel AI chatbot
  • Increase customer satisfaction through responsiveness and self-service experience
  • Reduce wait time and improved customer experience
  • Create a personalized-feeling service using AI
  • Integrate the new chatbot into the company’s existing service framework
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The Fortune 100 Energy Provider Enabled
AI Self-Service, Deflecting Calls & Boosting CSAT

Challenges

  • Maintaining satisfaction across a massive customer base
  • Sorting, deflecting, and triaging different kinds of service calls
  • Improving CSAT without raising cost

Goals

  • Accelerate customer support while reducing call volume
  • Increase customer satisfaction through responsiveness and self-service
  • Reduce time per ticket

Results

  • Reduced call volume by 18% via self-service
  • Improved customer satisfaction ratings for support interactions by 10%
  • Eliminated hold times for outage reports & updates by 100%
  • Provided customers with a responsive self-service experience
  • Created an automated pipeline between customer needs on the utility’s website, other chatbot platforms, and the Oracle Service Platform

Testimonials
What the Customer Says

"This chatbot has been a major win for our customers as well as our support team. Getting the information you need has never been faster for customers, and we’re proud to say we now have a point of instantaneous service, and we’ve actually lowered costs overall."
Fortune 100 Utility Chief Transformation Officer
"In the past, reporting a downed line or an outage required a phone call that, depending on call volume, could take several minutes to process. Now, customers can communicate service information to us through the chatbot with lightning-quick visibility on our end.”
Fortune 100 Utility Chief Transformation Officer
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rSTAR’s Licensing and Permitting Solution Accelerator

Introducing rSTAR’s licensing and permitting solution accelerator, an easy way for state and local municipalities to streamline their entire licensing and permitting application process for both staff and constituents. Leveraging the power of the Oracle Cloud Platform, rSTAR’s licensing and permitting solution accelerator allows budget-minded municipalities to do more with less cost all while improving constituent satisfaction. rSTAR’s licensing and permitting solution accelerator, integrate seamlessly into your current ERP and CRM to provide a solution that is transparent and easy to use, giving municipal employees full control over the entire licensing and permitting process in one central location. Staff have the ability to track and manage permit applications, add new license types, configure permit details, and even set rates and renewal dates with one easy-to-use application. With a straightforward web and mobile interface, citizens can renew or purchase new licenses, track orders, and get answers to frequently asked questions anytime, anywhere, freeing up staff, improving efficiency and reducing errors, saving you time and money. Available in the Oracle Cloud Marketplace, see how rSTAR’s licensing and permitting solution accelerator empowers your staff and constituents. Contact rSTAR to get started today.