Redefining the mobile experience for hundreds of thousands of utility customers
Exelon Corporation is a Fortune 100 energy company that generates and distributes over 35,000 megawatts of power to customers in 48 states, the District of Columbia (DC), and Canada. In keeping with the company’s commitment to customer experience innovation, they partnered with Mindgrub to launch native mobile applications for their BGE, ComEd, and PECO operating companies.
Informed by customer research and user testing data, the team designed self-service functionality and convenient payment processing features specifically for the mobile user.
Industry research shows that customer loyalty increases by an average of 15% when a utility launches a mobile application. Those loyal customers have been found to be more likely to recommend their utility company, spend more, cost less to support, and have a higher lifetime value.
The complexity and scale of the mobile application project made it an ideal project for the agile methodology. Mindgrub’s fully agile team divided the project into two-week sprints and collected customer feedback monthly through user testing sessions of the in-progress application.
To maximize usability and accessibility, these sessions included customers from diverse demographic groups, including dozens of customers with disabilities. Each mobile application is secure by design and integrates seamlessly with the operating companies’ instances of Oracle Mobile Cloud Service (MCS).
Successful app experiences are rooted in customer feedback and take full advantage of native mobile functionality.
Innovative functionality includes easy bill payment from the home screen (using an innovative “Slide to Pay” feature), offline outage reporting, mobile-optimized outage maps, and instant access to detailed energy usage information. Through push notifications and targeted messaging, users are more likely to take advantage of incentive programs like peak savings days.
Alerts via push notifications (e.g., upcoming payment reminders, notifications when a bill is ready to be viewed, and outage status updates)
Detailed energy usage information (e.g., bill comparison over time, bill forecasting, usage data, and usage trends)
Outage status updates and outage reporting
Bill payment with one easy slide on the home screen of the app using “slide to pay”
Easy enrollment in AutoPay, Budget Billing, and Paperless eBill
Complex content presented in a simple, engaging way using bold and colorful interface design
Exelon’s mobile applications have been downloaded over half a million times and have earned a star rating 30% higher than the utility industry average. Since launching in 2018, call center volume has decreased and transaction completion rates in the app have increased significantly relative to those on web. The app has also been recognized for mobile excellence and innovation in utility customer experience by organizations such as E Source, Chartwell, and the Academy of Interactive and Visual Arts (AIVA).