Founded in 1886, Jackson, Michigan-based Consumers Energy provides natural gas and electricity to nearly 6.7 million residents using a large power-generating system portfolio.

At some point, nearly everyone has had to contact a company using its customer service telephone line. Navigating through a confusing automated system and call tree or waiting in long phone queues can be a troubling process that sometimes results in a negative perception of the company.

Our New Customer Service Channel web application improves this experience for Consumers Energy customers by offering an option that allows them to utilize self-service methods to handle inquiries and save valuable time.

When customers first call into the Consumers’ customer service line, they are given the option of receiving a text message containing a link to the web application. This process handles their inquiry much faster than if they had waited to speak to a representative.

If customers choose to load the web application, they can view the account and balance, set up payment options, pay bills, or create payment arrangements on their own with a simple and user-friendly layout.

Customers are automatically placed in a priority queue in case they elect to speak with a representative.

Our New Customer Service Channel uses the Angular framework for frontend development, consisting of HTML5, CSS3, JavaScript, Typescript, Node.js, and Bootstrap. The backend utilizes ASP.Net, Entity Framework, and C#, while the Twilio API maintains call functionality.