DTE Energy Powers Customer Experience With Angel

DTE Energy Powers Customer Experience With Angel 
Cloud-Based Outbound Platform Enables Energy Provider to Proactively
Communicate With Customers and Improve Satisfaction 
VIENNA, VA -- (Marketwire) -- 03/05/13 --  Angel, a leading provider
of cloud-based Customer Experience (CX) solutions and subsidiary of
MicroStrategy(R) 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
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'
"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:
For more information on Angel, please visit http://www.angel.com/ or
follow the company on Twitter at AngelCorporate.  
About DTE Energy 
 DTE Energy (NYSE: DTE) is a Detroit-based
diversified energy company involved in the development and management
of energy-related businesses and services nationwide. Its operating
units include an electric utility serving 2.1 million customers in
Southeastern Michigan and a natural gas utility serving 1.2 million
customers in Michigan. The DTE Energy portfolio also includes
non-utility energy businesses focused on power and industrial
projects and energy trading. Information about DTE Energy is
available at dteenergy.com, twitter.com/dte_energy and
About Angel
 Angel is a leading provider of cloud-based Customer
Experience (CX) solutions for Interactive Voice Response (IVR) and
Contact Centers. These solutions enable organizations to quickly
deploy voice, SMS, chat, mobile, and Business Intelligence (BI)
applications that all put the Customer Experience (CX) First. Angel's
solutions are built on an on-demand, software-as-a-service (SaaS)
platform and require no investment in hardware, software, or human
resources. More than 1,000 customers worldwide turn to Angel's CX
solutions to delight their customers and their bottom line.
Mallory Cloutier
SHIFT Communications
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