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Customer Case Study
HOW IT STARTED
How do you fulfill a directive from your CEO to innovate every part of your business? For leaders at Southern Company Gas, the answer was giving every employee a modern and useful digital experience.
60% of the natural gas utility’s employees worked in the field, and its millennial and Gen Z workforce was growing. Receiving content through email and the intranet wasn’t working for either of these employee groups, and the company’s firewall and login requirements were blocking access for some workers. Together these factors had reduced intranet traffic and usage by more than half.
WHERE THEY LANDED
Southern Company Gas launched the SocialChorus FirstUp platform to give employees the same digital experience at every endpoint, including on mobile and SharePoint. This provided employees with greater access to relevant content, leading to improved employee engagement, which in turn positively impacted the company’s business.
Using the FirstUp platform, the company was able to keep their frontline workforce safe during the pandemic, digitize key business processes and ultimately provide a better customer experience to natural gas users. Critically, the utility was also able to boost productivity, saving 91K hours of employee time—a productivity gain worth approximately $3.9 million.
“As part of an initiative to improve information for frontline workers, Southern Company Gas invested in SocialChorus’ FirstUp platform, enabling it to deliver task-critical information to employees wherever they’re located and driving a 45% increase in employee engagement.”
— Best Practices: Technology Experience Management, Forrester report by Andrew Hewitt and Jonathan Roberts
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