How One Employee Comms Campaign Saved Consumers Energy $55k in Licensing

The Problem: Ensuring clear employee communication

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

For Dave Pawlak, Executive Director of IT, and Joe Langa, Team Leader, communicating with employees was a particular challenge. Conventional mass-communication approaches, mostly email—were noisy and left unread. The more the team sent, the fewer employees actually read and responded, making change difficult.

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

The Solution: CEVA powers up communication, saves on licensing

In November 2020, Consumers Energy deployed Moveworks AI Assistant, known internally as CEVA. Living directly in Microsoft Teams, CEVA uses Moveworks Agentic AI platform to send targeted, actionable communications that make it easy for employees to take rapid action.

Whether updating employees on a new policy, reminding certain teams to update passwords, or announcing planned downtime, Consumers Energy can send messages that reach the right employees instantly and prompt real-time action.

If employees have follow up questions, Moveworks AI pulls from Consumers Energy’s entire knowledge base, from FAQs to HR policies, enabling the AI Assistant to automatically answer follow-up questions – and take actions to resolve employee requests instantly. 

Then with detailed insight into engagement and response data, IT leaders continuously refine campaign effectiveness, helping to make sure these messages drive measurable outcomes.

“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