Managing 11 websites takes a significant amount of time and energy. That’s why one of the largest investor-owned electricity generation, transmission, and distribution companies in the U.S. chose to leverage the power of Adobe Experience Manager, part of Adobe Marketing Cloud, to manage its own online presence, as well as the websites for 10 distribution companies.
FirstEnergy was previously using a proprietary web development tool and a separate content management system. The combination required expensive manual processes to maintain the sites and made it difficult to keep information current across domains. Consequently, FirstEnergy wasn’t providing customers with optimal online experiences and the company wanted to do more.
Scott Infante, manager of IT enterprise technologies at FirstEnergy, says, “Our objective is to make FirstEnergy websites the best place to pay bills, initiate service requests, track energy usage, report power issues, and manage other activities.”
With the help of CITYTECH, a development partner, FirstEnergy selected and implemented Adobe Experience Manager. The solution integrates with back-end systems and helps adapt content for mobile devices, enabling the company to deliver superior customer experiences, improve satisfaction and loyalty, and aid compliance with regulations regarding outage and status information during emergencies.
Integration with back-end systems also enables customer self-service for everything from bill paying to usage tracking to outage reporting. By automating several processes, the company has both reduced operating costs and improved customer service.
Infante also shared that, “working with CITYTECH and Adobe Experience Manager, our behind-the-scenes marketing, business and development processes are much cleaner and more efficient. Our customers are more engaged, we’re saving money on everything from not having to send out paper bills to streamlined content publishing and access. At the same time, we are continuing to reduce our impact on the environment.”
Check out FirstEnergy’s full story here.