CHICAGO – CS Week presented Exelon Corporation with its award for Innovation in Digital Customer Engagement for new websites launched at the company’s Baltimore Gas and Electric, ComEd and PECO utilities. The three sites, launched in June 2016, provide anytime, anywhere access to important account and service information for more than 6.6 million electric customers and 1.2 million natural gas customers in Maryland, Illinois and Pennsylvania.
“Exelon and its utilities are constantly working to set higher standards of performance for our industry and exceed the expectations of our customers,” said Denis O’Brien, senior executive vice president of Exelon and CEO of Exelon Utilities. “Leveraging the best practices of our six utilities provides us with numerous opportunities to take an innovative approach for enhancing our operations and providing better service to our customers."
The responsive design optimizes the customer experience from any online device – mobile, tablet or desktop. Customers can easily access account information and customize their online experience. Upgraded navigation improves access to important services, making it easy for customers to report and check the status of outages, track their energy use and make more informed decisions about how they use energy through more easily accessible pages and content. These improvements are part of an ongoing effort to seek and respond to feedback from customers and to enhance their experience with Exelon and its utilities.
Exelon received the award in the category of utilities with more than $500 million in gross revenue. The announcement was made during CS Week’s 2017 Expanding Excellence Awards program at its Conference in Ft. Worth, Texas. Nominations were evaluated based on innovation, complexity, improved service levels, customer service improvement and a cost-benefit analysis.
The CS Week 2017 Expanding Excellence Awards program honors outstanding contributions and innovations in utility customer service in four award categories: Best Mobility Implementation; Best CIS Implementation; Best Devices, Data and Analytics Project; and Innovation in Customer Service.