Transforming Customer Service Operations for a Global Electric Company
In a Nutshell
Our client was a leader in the Power and Utility Sector in the United States, their biggest challenge was their customer service system. Lengthy wait times, high volume of inquiries, and low customer satisfaction all contributed to their existing set of problems. Following a lengthy requirement elicitation process, engineers developed a custom web portal utilizing an SDE stack. The implementation resulted in a decrease of more than 40% in customer queries.
Inside the Opportunity
- A surge in customer inquiries overwhelmed service teams, causing long wait times.
- Slow and fragmented legacy systems hindered efficient resolution and data access.
- Disconnected CRM tools led to inconsistent and error-prone service delivery.
- Limited self-service features increased dependency on support staff.
- Poor customer experience resulted in low satisfaction scores and rising costs.
Inside Innovature’s Thinking
- Built a modern, responsive customer portal using ReactJS (frontend), Node.js (backend), and MongoDB (database).
- Enabled users to manage accounts, report outages, and track requests directly via the portal.
- Integrated the portal with existing legacy systems to ensure seamless data access and operational continuity.
- Designed the platform to meet stringent security and privacy standards for compliance and trust.
- Empowered customers with a robust self-service experience, reducing reliance on live agents.
Inside the Impact
40%
90%
100%
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In a Nutshell
Our client was a leader in the Power and Utility Sector in the United States, their biggest challenge was their customer service system. Lengthy wait times, high volume of inquiries, and low customer satisfaction all contributed to their existing set of problems. Following a lengthy requirement elicitation process, engineers developed a custom web portal utilizing an SDE stack. The implementation resulted in a decrease of more than 40% in customer queries.
Inside the Opportunity
- A surge in customer inquiries overwhelmed service teams, causing long wait times.
- Slow and fragmented legacy systems hindered efficient resolution and data access.
- Disconnected CRM tools led to inconsistent and error-prone service delivery.
- Limited self-service features increased dependency on support staff.
- Poor customer experience resulted in low satisfaction scores and rising costs.
Inside Innovature’s Thinking
- Built a modern, responsive customer portal using ReactJS (frontend), Node.js (backend), and MongoDB (database).
- Enabled users to manage accounts, report outages, and track requests directly via the portal.
- Integrated the portal with existing legacy systems to ensure seamless data access and operational continuity.
- Designed the platform to meet stringent security and privacy standards for compliance and trust.
- Empowered customers with a robust self-service experience, reducing reliance on live agents.
