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Customer Experience Transformation Platform for Rural Utility Services

clockwork.com

Energy & natural resources

Utilities

Current State Challenges

Fragmented customer experience across online/offline touchpoints including enrollment, billing, outage management, and customer service interactions. Lack of centralized understanding of customer journeys leading to operational inefficiencies and inconsistent service quality.

About the Client

Rural electricity provider serving residential, commercial, and industrial customers across three states

Strategic Goals

Create comprehensive customer journey maps across all service touchpoints
Develop data-driven customer personas
Establish prioritized roadmap for CX improvements
Implement integrated feedback collection system
Enhance cross-channel service consistency

Core System Capabilities

Interactive customer journey visualization tools
Persona development and management module
Touchpoint performance analytics dashboard
Feedback collection and sentiment analysis system
Prioritization framework for improvement initiatives

Technology Stack

Cloud-based data platform (AWS/Azure)

Customer data integration tools

Advanced analytics suite (Power BI/Tableau)

Feedback management APIs

System Integrations

Existing CRM system
Billing management platform
Outage detection systems
Customer service portal

Operational Requirements

Enterprise-grade data security (GDPR/CCPA compliance)
High-availability architecture
Scalable feedback processing engine
Role-based access control system
Cross-device responsive design

Business Value

Improved customer satisfaction scores through targeted journey optimizations, 30% reduction in service-related inquiries, enhanced operational efficiency in service delivery, and data-driven prioritization of $2M+ in potential CX improvement initiatives.