DX Modernizes Legacy Infrastructure for Reputable Energy Company

The Challenge

Business challenge story

According to this well-established energy company’s website, "Building trust one kilowatt at a time" is a fundamental principle of their brand. With over 887,000 electric customers, they have developed a diverse generational portfolio to ensure a balanced approach to electricity generation, aiming to maintain system reliability and provide affordable rates for the people they serve.

As a primary energy source, they understand the responsibility of meeting and exceeding customer expectations. In response to industry trends, such as frequent power outages caused by weather events, improved self-service options, and increased competition due to regulatory changes, they sought to modernize their infrastructure and enhance the customer experience.

However, their existing legacy infrastructure was unable to handle the spikes in customer demand, often resulting from frequent power outages. This led to unplanned license purchases, a costly solution. They aimed to create a comprehensive and fully supported "360-degree" customer experience, where customers could access all their energy services through a single touchpoint.