Consumers Energy is a public utility that provides natural gas and electricity to 6.6 million of Michigan's 10 million residents. It serves customers in all 68 of the state’s Lower Peninsula counties. It is the primary subsidiary of CMS Energy, a Fortune 500 Company. Consumers Energy is currently headquartered in Jackson, Michigan.
As part of the Digital Customer Experience Team at Consumers Energy, I helped with the new Consumers Energy website. The new site was launched on September 24, 2015. Consumers Energy has 1.7 million customers who use this site to pay their bills, report an outage, and start, stop, or transfer services. It is a critical channel of primary communication between the company and its customers.
Using Sitecore as a content management system, I loaded content on to 24 of the site's total 56 pages. This required me to learn how to use Sitecore within a very short time frame in order to meet the project deadline. Sitecore is the global leader in customer experience management that enables contextual marketing.
In order to make sure the content was live and functional on consumersenergy.com, I created components for each individual piece of content that was received from the communications firm responsible for creating the content. I worked within four different production environments to create, edit, and test the components. Finally, the pages were ready to be deployed in the final production environment, and the pages that I made are live and can be viewed on the current consumersenergy.com.
As part of my contributions to the Digital Customer Experience team at Consumers Energy, I produced monthly Customer Experience Index (CXi) Reports to track customer satisfaction with consumersenergy.com. CXi is a metric developed by The Forrester Research group that measures customer happiness by answering the following criteria: how effectively respondents felt their needs were met and how they assessed the ease and enjoyability of their experiences.
The data contained in these reports was drawn from feedback customers left on the site using Qualtrics and Usabilla as surveying platforms. The CXi reports offer feedback for how consumersenergy.com can be improved.