Consumers Energy’s IVR Enhancements Increase Self-service Transactions, Decrease Utility Costs

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2021 Chartwell Gold Award Winner, Customer Service


In 2020, Consumers Energy’s cross-functional agile project team, MACGIVR (Making All Customers Grateful for the IVR) leveraged voice of the customer data, CSR focus groups, IVR data, and best practice research to improve the IVR. The resulting enhancements not only improved the customer experience but also increased IVR call containment and simplified processes for authentication and payment transactions resulting in estimated annual cost savings of $2 million. Remarkably, goals were reached even when the utility faced challenges such as storms, COVID-19 and staffing issues.

Speakers: 

Mark Krieger, Director of Projects & Support, Customer Operations, Consumers Energy 

Mark has over 19 years of utility experience and has managed multiple initiatives in both Information Technology and Customer Operations within Consumers Energy.  Over the past 5 years Mark led teams supporting Collections, Bankruptcy & Lease, Direct Payment Offices, Billing, Contact Center Technology, Project Management as well as major initiatives like Theft Analytics, Summer Peak Rate and Customer Experience Index.    

Stefanie Pritchard, Strategy & Support Manager, Customer Operations

Stefanie has 14 years of utility experience, primarily in the customer sector. She is a subject matter expert in business process and technology with extensive experience utilizing lean methodology to improve processes and achieve company objectives. Currently, Stefanie leads the Customer Operations Strategy & Support Team and manages operational strategic initiatives by delivering all aspects of operational transformation. Stefanie’s team is instrumental in developing and executing cutting edge assignments to deliver success in the Contact Center, Revenue Operations, Customer Billing, and Digital Operations. 

award winner customer experience EMACS IVR

Thanks for your interest!

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