Case Study: Increasing Customer Satisfaction and Engagement
How MyMeter helped Wright-Hennepin engage members and reduce support call volume
Wright-Hennepin Cooperative Electric Association (Wright-Hennepin) is a member-owned, non-profit electric utility headquartered in Rockford, Minnesota that distributes electricity to more than 46,000 homes, businesses and farms.
In 2007 Wright-Hennepin’s investment in smart grid technology was already paying great dividends in system automation and meter data management. But something was missing: the members.
Despite a wealth of new information and technology, co-op members were still in the dark about their energy use. Customer support call volume was as high as ever: Why is my bill so high? What’s all this business about off-peak rates? And just what, exactly, is a “kilowatt hour?”