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City Utilities of Springfield Selects SEW to Deliver Digital Customer Experiences

July 20, 2020
SEW's digital CX platform offers latest cloud and mobile technologies to empower Springfield customers.

City Utilities Springfield, Missouri, recently selected Smart Energy Water (SEW) as its cloud technology platform provider for delivering digital customer experiences. The municipal utility offers electric, natural gas, and water services to Springfield, Missouri area residential and commercial customers.

"The SEW's digital Customer Experience (CX) platform gives us the latest cloud and mobile technologies to empower our customers and enable them to make better decisions about their energy and water use. It streamlines their interactions with the utility for payment, outage, efficiency solutions, and service,” said Brent Baker, City Utilities' associate general manager of customer operations and communications. "This modernization effort and the SEW's roadmap of use cases will help us dramatically expand customer service while simultaneously reducing operating costs into the future."

City Utilities of Springfield's digital engagement strategy integrates the SEW's Smart Customer Mobile (SCM) cloud platform, which uses disruptive technologies, such as cloud, artificial intelligence (AI), machine learning (ML), and internet of things (IoT), to deliver seamless and intuitive customer experiences. With SCM, City Utilities will deliver self-service capabilities — allowing customers to pay bills and manage accounts online — and outage management, all accessible through an online portal and native mobile app for both residential and commercial customers.

"Ultimately, our goal is to lead the utility industry in customer service and satisfaction," said Baker. "Our formal evaluation and selection process revealed that the flexibility and reliability of the SEW platform will allow us to improve our brand and our trust relationship with the customer base we are here to serve."

Springfield's customer service modernization effort is aimed at improving customer satisfaction and service through digitalization and round-the-clock service for more than 280,000 multi-utilities services (116,000 electric, 84,000 natural gas, and 83,000 water) customers in Springfield's service area.

City Utilities plans to deliver the platform to customers later this year.

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