Beyond superior product offerings, a positive customer experience is an integral component of satisfaction and retention. This was the story of a regulated electric utility company in operation for over 100 years with almost a million customers in the southeastern region of the United States. Over time, the company had developed a network of separate websites, each serving a different segment of customers, leading to confusion and frustration. Customers also had no way of receiving notifications for new programs, products, and services.
To create a more seamless experience, our client decided to build a single platform tying together all the features while also being compatible with mobile and desktop devices. They engaged Perficient to architect and deliver a new digital experience platform, leveraging IBM WebSphere Portal and Web Content management with TIBCO middleware to create an experience that will last for years to come.
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Perficient was able to deliver immediate impacts for the client, ensuring the completion of business requirements. These included:
- Fully responsive design for mobile support.
- Enhanced functionality for marketing target programs and services to consumers.
- Technical consolidation of multiple sites to a single platform.
- Business-driven content management without IT intervention.
Perficient was able to deliver an IBM solution for our client that significantly improved customer experience with increased functionality, communications capabilities, and technological platforms, resulting in increased customer enrollment, loyalty, and cost savings. The new platform also enables the client to support a growing customer base with its already-existing power generating footprint.
Learn more about our expertise with IBM and how it can benefit your organization.