Overview Ameren Corporation is a regional holding company for several power and energy com- panies in Missouri and Illinois. Based in St. Louis, Missouri, Ameren serves 2.4 million electric and 900,000 natural gas customers across 64,000 square miles. Challenge As an energy and power company, Ameren must be highly responsive to its customers’ needs including customer reports of power outages or emergencies, as well as routine account inquiries and transactions such as online bill payments. Ameren offers its customers multiple ways of contact including a call center and online web applications. Both options deliver comparable value to customers. When customers contact Ameren by phone, costs are higher because back-end processes are more labor-intensive. Ameren is focused on

Join for free to read