Regional Electric Cooperative
A regional electric cooperative with 280,000 members wanted to modernize its customer engagement approach — reducing call center volume while increasing member satisfaction and awareness of demand res…
Call Volume Reduction
DR Enrollment Lift
Satisfaction Score Gain
Analytics Hours Saved / Week
The Challenge
A regional electric cooperative with 280,000 members wanted to modernize its customer engagement approach — reducing call center volume while increasing member satisfaction and awareness of demand response programs. Existing outreach was manual, batch-based, and showed declining response rates.
Our Approach
EcoMetricx deployed LUX as the cooperative's AI-powered engagement layer, integrating it with the existing CRM and AMI data platform. The team configured personalized home energy reports, a tiered achievement program, and an AI chatbot for self-service inquiries. A Potentia NLI interface was added for the cooperative's analytics team to query member engagement data without SQL.
Results
Within 6 months, the cooperative saw a 22% reduction in call center volume for billing inquiries, a 3.1x improvement in demand response enrollment, and a member satisfaction score increase of 18 points. The analytics team reported saving 12+ hours per week using the NLI interface.
Technologies Used
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