Westar
Energy, the largest electric provider in Kansas, has partnered with InMoment™,
a cloud-based customer experience (CX) optimization platform that gives
companies the ability to listen to and engage with customers. InMoment
provides technology to power Westar's customer experience initiative.
Westar serves nearly 700,000 residential, commercial and industrial
customers in eastern Kansas and has created a comprehensive customer
experience program to put customers at the heart of every decision.
In early 2014, Westar kicked off this program by identifying each
touchpoint along a customer's journey and assigning teams to evaluate
ways to improve those experiences. Through this process, Westar has
identified more than 199 different places where customers interact with
the organization and will take steps to optimize each experience to
achieve the best overall relationship. A company newsletter and blog
keeps employees aware of how these efforts are progressing.
As part of the company’s customer experience initiative, Westar has
vowed to get more feedback from more customers, more often. Westar will
use the InMoment Experience Hub to gather customer stories and
understand the insights using InMoment’s highly sophisticated text
analytics technology. This information is then shared across the
organization through a variety of alerts and reports, empowering
employees to take the best actions to continue to improve the customer
experience. As the program is rolled out on a larger scale, Westar plans
to offer even more ways for customers to connect with the company,
giving them the opportunity to share their stories whenever and however
they choose.
“The utility industry has had some catching up to do – especially when
it comes to how we interact with customers,” said Robin Seele, director,
customer experience, Westar Energy. “Our goal is to give our customers
every opportunity – from in-person, to the web, to mobile – to connect
with us. In looking for a solution, we wanted a partner that was
out-in-front from a technology perspective so they can help us move to
the next level."
"Westar Energy is showing incredible innovation and commitment to their
customers,” said Lonnie Mayne, president, InMoment. "The Age of the
Customer is upon us and Westar has stepped up, taking the initiative to
invest in enhancing those relationships. Not only are they intently
listening to customers, they are acting on their feedback, as well as
changing culture and internal processes to better serve them. We applaud
Westar’s leaders for raising the bar for their industry.”
About InMoment
InMoment™ is a cloud-based customer experience (CX) optimization
platform that helps brands leverage customer stories to inform better
business decisions, and create more meaningful relationships with their
customers. Through its Experience
Hub™, InMoment provides Voice
of Customer (VoC), Social
Reviews & Advocacy, and Employee
Engagement solutions, as well as strategic guidance, support, and
services to more than 350 brands in 95 countries. The company is the
leading VoC vendor for the food services, retail, and contact center
industries, with expertise in B2B, financial services, lodging, and
numerous others. For more information, visit http://www.inmoment.com.
About Westar Energy
Westar Energy, Inc. (NYSE: WR) is Kansas’ largest electric utility. For
more than a century, we have provided Kansans the safe, reliable
electricity needed to power their businesses and homes. Every day our
team of professionals takes on projects to generate and deliver
electricity, protect the environment and provide excellent service to
our nearly 700,000 customers. Westar has 7,200 MW of electric generation
capacity fueled by coal, uranium, natural gas, wind and landfill gas. We
are also a leader in electric transmission in Kansas. Our innovative
customer service programs include mobile-enabled customer care, digital
meters and paving the way for electric vehicle adoption. Our employees
live, volunteer and work in the communities we serve.
View source version on businesswire.com: http://www.businesswire.com/news/home/20151103005467/en/
Copyright Business Wire 2015