Memphis LGW Customer Story

Today Memphis Light, Gas, and Water is the nation’s largest three-service municipal utility, serving more than 429,000 customers. Since 1939, MLGW has met the utility needs of Memphis and Shelby County residents by delivering reliable and affordable electricity, natural gas and water service. The utility wanted to improve customer engagement while modernizing its operation and chose to replace their legacy system with a more modern Mobile Workforce Management (MWM) solution. Along with driving improvements to the customer experience, MWM helps consolidate disparate workflows, increase efficiencies, and provide a safer environment for workers in the field. Also included is a joint project for customer communication and engagement work, building an interactive platform that delivers a customer-first experience by leveraging SMS, IVR, and email to interact with customers on the platform of their choice. Survey capabilities to track satisfaction after each service interaction properly are also included.