Memphis LGW
Mobile workforce management transforms operations at MLGW
Today Memphis Light, Gas, and Water is the nation’s largest three-service municipal utility, serving more than 429,000 customers. Since 1939, MLGW has met the utility needs of Memphis and Shelby County residents by delivering reliable and affordable electricity, natural gas and water service.
The utility wanted to improve customer engagement while modernizing its operation and chose to replace their legacy system with a more modern Mobile Workforce Management (MWM) solution. Along with driving improvements to the customer experience, MWM helps consolidate disparate workflows, increase efficiencies, and provide a safer environment for workers in the field.
Also included is a joint project for customer communication and engagement work, building an interactive platform that delivers a customer-first experience by leveraging SMS, IVR, and email to interact with customers on the platform of their choice. Survey capabilities to track satisfaction after each service interaction properly are also included.
To learn more about Memphis LGW's experience with IFS, download their customer story.
About Memphis LGW
Although Memphis Light, Gas and Water has been in existence since 1939, its parent companies started more than 100 years ago. MLGW and the services they provide have come a long way since their beginnings not long after the Civil War. The city’s first utility company was the Memphis Gas Light Company, formed in 1852. It served 10,000 people and covered just three-square-miles. The city’s water supply came from cisterns and the Wolf River but today it is supplied by the artesian water under the city.
Benefits seen using IFS
- Engaged and satisfied customers
- A real-time data-driven operation
- Cost-effective operation