The PSE and Accenture team worked on several fronts to improve PSE’s call handling capabilities, and then turned to the redesign and replatforming of PSE’s website and customer portal. The team worked with Avanade—a joint venture between Accenture and Microsoft—to deliver a new cloud-based solution using Amazon Web Services (AWS) cloud and Sitecore.
In addition to the new website, the team collaborated on additional projects, including redeveloping PSE’s mobile app, enabling outbound customer messaging and implementing Sprinklr, a solution that automates social media listening and reporting.
Notably, the team implemented a predictive interactive voice response (IVR) solution for the phone channel that anticipates why a customer is calling. This system was also enhanced with Visual IVR, making PSE the first North American utility to allow customers to navigate to the function they want via phone touchscreens and perform complex self-service transactions.
Beyond its core customer service transformation activities, PSE’s transformation also focused on three additional areas: