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CFE increases notification response rates by 200% with RCS Business Messaging

Mexico’s state utility Comisión Federal de Electricidad (CFE) teamed up with partner Mobivity to launch RCS Business Messaging campaigns that would send customers their monthly statement with options on when, where, and how to pay. Customers could also interact with a chatbot to change account info or contact support. CFE is encouraged by impressive increases in notification response rates and on-time bill payments and are looking to expand their RCS Business Messaging campaigns.

Mexico City, Mexico www.cfe.mx

About

In 1937, Mexico’s federal government founded the Comisión Federal de Electricidad (CFE) to provide the country with a national system of generation, transmission and distribution of electric energy. Today, CFE serves 43 million customers across the Mexico and is recognized one of the largest electricity companies in the world.

The Challenge

State utility Comisión Federal de Electricidad (CFE) brings electricity to over 43 million customers across Mexico. The company wanted to increase on-time bill payments and decrease the need for power cuts for delinquent accounts—an inconvenience for both the customer and CFE. CFE had used SMS campaigns in the past, but wanted to improve upon the text-only messages. They engaged a software and telecommunications partner, Auronix, to deploy RCS Business Messaging, which allows for chat, branding, and interactivity.

The Approach

With help from Auronix, CFE tested their first campaign, sending customers a welcome message and their bill with options on when, where, and how to pay. Customers could interact with a chatbot to update account information, including their email address, phone number, tax number, and more. They could also contact customer support.

CFE CFE

The Results

CFE’s first campaign had solid results, including a 200% increase in notification response rates and a 25% increase in on-time payments compared to SMS. In the future, CFE wants to use RCS Business Messaging to help customers to pay online, download receipts, and locate nearby customer care centers. They will also use the channel to send legally-mandated notifications about service outages and maintenance windows. Marco Delgado, CFE’s Chief Digital Officer, shares, “We’re thrilled how RCS Business Messaging has helped us improve customer satisfaction and loyalty. We’re excited for the future.

200%

25%

“RCS Business Messaging benefits both us and our customers. We can see if a customer received and read a message, and our customers can understand when their bill is due so they won’t forget to pay.”

— Marco Delgado, Chief Digital Officer, CFE