MicroStrategy Inc (MSTR)

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DTE Energy Powers Customer Experience With Angel

Angel, a leading provider of cloud-based Customer Experience (CX) solutions and subsidiary of MicroStrategy® Incorporated (NASDAQ: MSTR), today announced DTE Energy, a commercial and residential energy provider, has incorporated Angel's Outbound platform to improve proactive customer communication. With Angel's cloud-based outbound solution, DTE Energy is able to proactively provide its customers with relevant information about their service in real-time, creating a more transparent customer experience and resulting in stronger customer satisfaction.
Utility companies like DTE Energy often need to rapidly manage and place high volumes of customer calls, usually following a power outage or service disruption. Together, DTE Energy and Angel designed an outbound interactive voice response (IVR) solution that enables DTE Energy to quickly place outbound phone calls to anywhere between one and two million customers within minutes. Currently an individual customer complaint can take up to 12 hours to resolve, resulting in significant engineering. With an outbound solution in place, DTE Energy is able to increase its transparency with its customers, consistently provide the most up-to-date information and measurably reduce complaints and previous customer service costs.
"In the event of a service disruption or an outage, every second that goes by without providing information can lead to a dissatisfied customer or a formal complaint," said Robert Carpenter, data quality manager at DTE Energy. "As our customer base continues to change, we needed an easy way to not only quickly and proactively engage with them, but more importantly personalize each interaction based on the changing nature of each event. With Angel, we're able to deliver this level of tailored communication, put our customers' needs first and significantly improve their overall satisfaction with our services."
Since Angel's outbound solution is cloud-based, DTE Energy has the flexibility to create and deploy outbound communication to its entire customer base within minutes. Angel's outbound platform is directly connected to Angel's CX Builder, a web-based point-and-click solution that enables DTE Energy users to develop iterative changes to customer communications. These communications streamline how outbound campaigns are designed, can be easily customized based on the nature of the event and are specifically personalized to the customers' needs.
"By offering customers transparency and providing the most up-to-date information, businesses can build something truly valuable: customer trust," said Dave Rennyson, president of Angel. "Businesses like DTE Energy especially understand the value of customer trust and face the unique challenge of needing to quickly connect with their entire customer base within a matter of minutes. With the Angel Outbound platform, DTE Energy is able to proactively lead a two-way conversation with its customers and not only noticeably enhance customer satisfaction, but also strengthen brand loyalty."
For more information about DTE Energy, please visit: www.dteenergy.com
For more information on Angel, please visit http://www.angel.com/ or follow the company on Twitter at AngelCorporate.