Case studies  /  consumers energy

How Consumers Energy modernized employee support

Consumers Energy

16K

Hours of employee productivity saved

Powering Michigan since 1886

Consumers Energy is the leading supplier of electricity and natural gas in Michigan. But while their expertise in delivering power is time-tested, one part of its business needed an overhaul: the service desk. 

“We’re an old-school utility company. We don’t move fast,” said Joe Langa, a Team Leader at Consumers Energy. “But in this tech age, we needed to upgrade to support our team. And we couldn’t wait.”

Challenges

David Pawlak, Executive Director of IT, saw this challenge as an opportunity to find a solution that could truly transform how the company functioned without sacrificing the stability of the status quo. Adopting AI was a way to help employees across the company focus on what matters, while also saving time and money. He determined that a successful AI solution must:

1. Work out of the box, requiring little ongoing maintenance

2. Create a single place for employees to get help at work

3. Offer insights into how to improve support resources

Challenges

  • Resources aren't easy to find in a complex support environment
  • Support teams don’t have the tools or time to proactively engage with employees

Results

  • Saved 16,000 hours of employee productivity in just 12 months
  • Automated budget-saving measures, freeing up time for more high-impact work across multiple departments

Bot

Consumers Energy's Moveworks powered CEVA

Moveworks customer Consumers Energy's chatbot

35%

Of support issues resolved autonomously

1K

IT and HR answers provided per month

55K

Savings resulting from a single comms campaign

Consumers Energy's Moveworks powered

CEVA powers employee comms

Starting in Spring 2021, support teams across Consumers Energy started to send straightforward, personal, and action-oriented campaigns to relevant people with CEVA.

Whether to update employees on a new policy, remind certain teams to update their passwords, or announce service downtime, Consumers Energy can send messages guaranteed to catch the right employee’s eye.

With detailed insight into user engagement, our customers craft increasingly effective campaigns, ensuring that the change they want to happen happens.

The future is bright

By starting Consumers Energy’s AI journey with Moveworks, Pawlak opened the door to implementing other advanced tools.

CEVA gave his team the bandwidth and resources required to focus on the future, instead of getting caught up in busy work. Now at Consumers Energy, CEVA does the legwork. The bot has literally thousands of conversations to communicate policies, to help employees act, to save money—freeing up agents to think about strategic projects.

“The question isn’t: How is Moveworks helping now?” said Pawlak. “The question is: Where can we take Moveworks next?”

You can send an FYI through email, or you can send actionable next steps through Moveworks: Go here. Do this now. Joe Langa, Team Leader, Consumers Energy

Key Integrations

Microsoft
Teams

Chat

ServiceNow

ITSM

Duo

MFA

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