To develop and implement an improved outage strategy, Ameren Corp. partnered with E Source Consulting and Advisory Services. Since the project launched in 2016, efforts have improved the customer outage experience and streamlined operations, leading to:

  • A 30% reduction in calls transferred from the interactive voice response system (IVR) to a customer service representative
  • A decrease in social media complaints related to changing restoration times
  • Favorable feedback from customers—94% of customers in Illinois and 83% in Missouri who are part of the Potential Power Outage pilot find it valuable or highly valuable

Read our case study for more details and to learn how E Source can help you optimize the customer experience at your utility.

Download Ameren’s Outage Experience: Consulting Case Study (PDF)

Case study of the E Source Ameren consulting engagement to improve the customer outage experience

Contributing Authors

Senior Managing Director, Consulting and Advisory Services

Melanie Wemple leads customer journey-mapping workshops for large and small electric and gas utilities, and uses her deep understanding of utility...