As the utility’s customer base and service portfolio expanded, customers increasingly expected immediate access to account information, convenient digital payments, proactive notifications, and faster service resolution through mobile and web channels.
A substantial share of customer-support effort was consumed by routine enquiries such as billing information, payment confirmation, profile updates, new-customer registration, and request-status follow-ups.
Customers also had limited access to consolidated account and service information, creating unnecessary dependence on assisted channels for transactions that could be completed digitally.
