Case Study: Ameren Increases Customer Satisfaction and Improves eBill Adoption with Email and T ext Message Alerts ©2015 IFACTORThe Challenge In 2012, Ameren began looking for a solution that would provide proactive communications and preference management for its electric and natural gas customers in Missouri and Illinois. The utility’s goals were to reduce inbound call volume, promote customer self-service, increase operating efficiency, and improve overall customer satisfaction. Ameren had noted that customers frequently called to check on items such as reconnects, energy assistance pledges and other account information that could be easily handled by an automated system. The utility saw an opportunity to reduce the number of inbound calls by sending proactive alerts that kee

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