Providing Modern Customer Experiences
Fifth-largest publicly traded gas utility in the U.S.
creates state-of-the-art customer portal with Liferay DXP

Summary“Spire serves more than 1.7
million customers acrossMissouri, Mississippi andAlabama with a self-service
customer experience portal
built on Liferay DXP.

This solution delivers an​engaging ​user experience and homogenizes
our complex back-end systems.
Deborah Banks, Director at Spire

spireenergy.com/aboutmy-account

In Brief
industry:

Challenges

Energy• Replace multiple disparate portals for a unified user experience

country/region:• Homogenize two ERP systems, two payment processing systems
and two mobile workforce management systems

United States

use case:
Customer Portal

key features:Role-Based Access Controls,
Web Content Management,
Custom Application Development,
Mobile-Friendly Design,
Enterprise Integration, Single
Sign-On, Identity Management,
Online User Dashboard• Give customers real-time account updates, billing information andenergy usage dataResults
comprehensive
Service Platform

Successful Integration

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Case study icons are small
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and easily recognizable

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Self-service tools quickly
support customer needs

Improved Customer
Satisfaction

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Comprehensive online
service tools provide
customers with the support
they need, when they need it

Connecting customer
information and billingsystems

Streamlined BackEnd Systems

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Portal increases business
operations efficiency andreduces agent processing times

Empowering an
Energy CompanySpire, is an energy company serving 1.7 million
customers across Missouri, Mississippi and Alabama.
As the fifth largest publicly traded gas utility in theU.S., Spire’s mission is “answer every challenge,advance every community and enrich every life
through the strength of our energy.” To improvecustomer service, Spire decided to replace two
separate online account management websites
with a single platform solution providing a variety
of tools at myaccount.spireenergy.com.
After a rigorous evaluation process, the teameventually chose Liferay DXP.

The Liferay platform provided a solid foundation
with great flexibility with Liferay partner XTIVIA
providing in-depth consultation services and a
track record of successful projects. The result wasa state-of-the art modern unified customer portal
experience leveraging Liferay DXP​with an Angularbased client side UI​. This replaced two separate
sites written in different languages with a single,
cohesive user experience. Direct integrations withSAP and Oracle Customer Care & Billing provide
customers with real-time information directly fromthe core customer information systems.
Spire refined detailed requirements for the XTIVIA
development team before each development sprint
for review before starting actual coding.

“The XTIVIA team exceeded expectations byworking with our business and technology groups
to deliver a state-of-the-art, turn-key solution inrecord time,” said Deborah Banks, Director at Spire.
“This solution delivers an​engaging ​user experienceand homogenizes our complex back-end systems.
We’re excited to continue working with XTIVIA onfuture projects and releases.”

Effective Tools for Customers
and Service AgentsThis extensive integration provides gas usage charts,
online bill payment and self-service tools for enrollingin payment arrangements, paperless billing and aDollarHelp program for customers in need. It also
features user management for individual accounts,
internal customer service agent single sign-on,
custom permissioning and authorization capabilities,
fraudulent account detection and lock-out, custom
alert messages and more. Also, the portal includes
a service layer that homogenizes data and datamodels from two different customer information
systems to provide a seamless user interface, as wellas integration with two payment processors andtwo mobile workforce management systems.
Spire met their objectives and had a successful launch.
The My Account site is easy to use and responsive
for all devices. Customer service agents now use
the same applications and site as consumers,
which helps finetune call center operations andreduce costs.
Liferay DXP exceeded Spire’s expectations andhelped support a larger re-branding effort forthe company. Spire has regularly heard fromcustomers about how much they love the My
Account site due to enhanced user experiences.
Spire plans to introduce many cutting-edge featuresin the future like real-time service technician tracking,integration with smart home devices and more.

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