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InMoment Case Study | Westar Energy

Harnessing Positive EnergyWESTAR ENERGY POWERS BUSINESS PERFORMANCE BY

STAYING AHEAD OF CUSTOMER EXPECTATIONS

Homes, businesses, and communities in Eastern Kansas rely on Westar Energy for safe,

dependable electricity. As the only energy provider in the area, Westar understands

the privilege and responsibility of serving 700,000 residential, commercial, and

industrial customers. While it’s already the largest electricity provider in Kansas with

35,000 miles of transmission and distribution lines, it’s not done growing. It continues

to diversify its renewable power supply, and has a portfolio of coal, uranium, natural

gas, wind, solar, and landfill gas. Its innovative energy programs called for an equally

innovative customer experience partner.

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Because It’s the Right Thing to Do

“We want to be good partners with our customers,” says Alicia

Grissom, Customer Experience Manager at Westar Energy. “We

want to take proactive steps to better communicate with our

customers so we can provide a superior customer experience—

not because we have to, but because it’s the right thing to do.”

Westar partnered with InMoment to gather, analyze, and disperse

data from various listening posts throughout the customer

journey. Using the InMoment platform, Westar ingests 400 pieces

of customer feedback each week through its contact center, field

agents, and other customer touchpoints. However, the company

understands that all the data in the world doesn’t lead to positive

change unless the right insights are surfaced and acted on.

“WE WANT TO TAKE PROACTIVE

STEPS TO BETTER COMMUNI-

CATE WITH OUR CUSTOMERS SO

WE CAN PROVIDE A SUPERIOR

CUSTOMER EXPERIENCE—NOT

BECAUSE WE HAVE TO, BUT

BECAUSE IT’S THE RIGHT THING

TO DO.”

Alicia Grissom, Customer Experience Manager, Westar Energy

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Keeping the Energy Flowing

Westar created Touchpoint Teams—which consist of six to eight

employees from different departments—to bring a diverse

view to data-generated trends. Teams have up to four weeks

to discuss a specific customer pain point, strategically plan a

resolution, and develop a presentation for the executive team.

The pitch meetings are conducted “Shark Tank” style—executives

ask questions and help refine the vision—and if the plan passes,

the team is charged with implementing it.

Overgrown tree branches can wreak havoc on power lines,

causing outages and dangerous situations. In the past, Westar

outsourced tree trimming services, but using advanced text

analytics, InMoment found that customers wanted more

information and better communication about this service. One

Touchpoint Team was tasked with examining this feedback and,

after analysis, recommended eliminating outside contractors and

creating an internal “Vegetation Central” department.

The new team consists of contact center agents who field

requests and answer questions, and vegetation specialists who

meet with customers to inspect properties, make recommenda-

tions, and perform tree trimming services. In addition to clearing

service lines, Westar trims additional trees on the property as a

courtesy to its customers.

It’s this type of service that has kept customers’ lights on for

over one hundred years, and will keep energy flowing for one

hundred more.

700,000RESIDENTIAL, COMMERCIAL, & INDUSTRIAL CUSTOMERS

BY THE NUMBERSPARTNER SINCE 2014

2,400EMPLOYEES $2.5B

ANNUAL REVENUE

35,000MILES OF TRANSMISSION & DISTRIBUTION LINES