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.