Milestone Utility Services, a leader in Customer Experience solutions in the Utility industry, is pleased to announce the selection of their ePortal Customer Experience solution by the Eugene Water and Electric Board (EWEB).
EWEB is Oregon’s largest publicly owned utility and provides electric and water services to the citizens of the City of Eugene and surrounding areas. EWEB is committed to providing reliable, cost-effective sources of electricity and water that have minimal impact on the environment.
Enhancing customer confidence is among EWEB’s top strategic priorities. As a part of achieving this, making efficiency improvements that deliver services in a manner that meets and exceeds customers’ expectations and make it easier to transact business with EWEB is paramount.
“Customer trust and confidence is important to EWEB. We’ve been working to make it easier for customers to do business with us, and part of that is making some technology changes so customers can engage with us when and where it’s convenient for them. We were excited by Milestone’s response to our RFP for a customer portal and through the scoring process it rose to the top. While the path to delivering a better customer experience has many components, we see this portal as an important step and look forward to working with the Milestone team.” – Julie McGaughey, Chief Customer Officer, EWEB.
EWEB elicited several proposals and ran nearly a year long process to evaluate and select the right partner. The initial rollout of the new functionality began in October of 2019 and will be executed in 2 6-month phases, prior to being released to the EWEB customer base in the fall of 2020.
“EWEB has a very clear vision and defined objectives gating the customer experience improvements they are looking to achieve. This ranges from payments, service requests, account management, interactive communications and programs available to customers. Milestone is excited to work with such a great organization and achieve their vision.” – Ram Kasarla, CEO, Milestone.