Leading energy company maximizes customer engagement and satisfaction with intuitive self-service options and mobile payment processing
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. Exelon is one of the largest competitive power generators in the world, and their six utility companies deliver electricity and natural gas to approximately 10 million customers in Delaware, DC, Illinois, Maryland, New Jersey, and Pennsylvania.
Exelon is deeply committed to actively pursuing excellence and innovating to better serve their customers. Their digital solutions reflect this dedication to customer-centricity and premium quality service.
The initial mobile app development project was a collaborative undertaking with two primary goals:
Improve ease of completing common tasks, such as paying your bill, reporting outages, and managing your energy usage
Foster a better relationship between the consumer and the utility by crafting an exceptional customer experience
Exelon partnered with Mindgrub on native iOS and Android mobile engineering, user experience design, quality assurance testing, and integration with their Oracle Mobile Cloud Service (MCS) back-end system.
Keeping an agile mind
This was Exelon’s first large-scale agile development project for customer-facing digital products. The complexity, scale, and user-driven focus made it an ideal project for the agile process. The team divided the projects into two-week sprints and gathered customer feedback monthly through user testing sessions of the in-progress application.
To maximize usability and accessibility, the team enrolled customers from numerous demographic groups within the three operating companies’ customer bases. More than 100 customers provided feedback over ten sessions, including one specifically for customers with disabilities to ensure the app was fully accessible. The team then used feedback from these sessions to shape the application’s design and the steps required to complete transactions in an intuitive way.The team also worked to incorporate innovative functionality, all centered around providing a clear path for customers to manage their utility accounts. A few noteworthy features include:
Exelon has received several awards for excellence in mobile strategy and customer experience innovation:
- Silver W3 award for Mobile Features-Best User Experience for Mobile Sites and Apps from the Academy of Interactive and Visual Arts (AIVA)
- E Source award for Achievements in Utility Customer Experience
- Chartwell Gold Best Practices award in the Self-Service category
- Communicator Award for Mobile Excellence
The applications have also earned 4.5 out of 5 star ratings in the Apple App Store and Google Play Store, whereas apps for similar energy companies on these platforms ranked, on average, lower than three out of five stars. The new apps have been downloaded nearly half a million times to date.
As with all of our clients, we work as one team, and the Exelon mobile app team continues to collaborate on new innovative features and enhancements to the apps.