Real-time relief delivered through intelligent workflows

CLIENT: Leading utility company

USE CASE: Billing & payment, utilizing EONS

THE CHALLENGE

In the early weeks of the COVID-19 pandemic, one of the nation’s largest utilities serving more than 8 million customers across seven states faced a unique operational and humanitarian challenge. With unemployment reaching record highs and customers suddenly unable to pay their bills, the utility needed to act fast to deliver financial relief, maintain customer trust, and protect operational continuity.

Key challenges included:

• Widespread customer hardship due to pandemic-related job loss.
• Uncertainty around moratorium timelines and mounting arrears.
• Urgent need for compassionate, compliant outreach.
• Limited bandwidth from internal I.T. and support teams.
• Legacy systems that weren’t built for agile communication.
• High call center volume from customers seeking help.