
Digital Ownership Experience
A seamless digital ecosystem to improve the customer experience and strengthen the relationship between owner, vehicle, and dealer.
Invent with us.
NavigationBuilders and developers initiating new gas and electric service installations with DTE faced a confusing and inefficient process that often led to rework and project delays. Dissatisfaction with the process led to nearly 50% of all customer complaints. DTE & Vectorform applied design thinking practices to create a customer portal that would provide clear direction, real-time status updates, and easy access to support. Simultaneously, the firms worked collaboratively to implement change management processes that would bring uniformity across separate business lines (gas & electric), resulting in an easy-to-follow eight step process when initiating a new service request.
Total Expected phone call + defect/complaint savings (US Dollars)
Customer Complaint Reduction (Amongst Pilot Customer Group)
Recognized with DTE’s Sarah Sheridan Award, a recognition of excellence in the pursuit of customer service.
This approach to system development should set the standard for how we approach all customer-facing projects in the future. This [Construction Management Center] is going to mark a new day in our relationships with these customers.
The new Construction Management Portal, piloted in 2019, has reduced the number of customer complaint calls and increased the operational efficiency of DTE teams. It also serves as an example of DTE’s commitment to the 4 keys for service excellence: demonstrating Safety, Caring, Dependability, and Efficiency across their customer relationships.
A seamless digital ecosystem to improve the customer experience and strengthen the relationship between owner, vehicle, and dealer.
Itron Idea Labs partnered with Microsoft and Vectorform to create the first ever HoloLens experience connected with the Azure Digital Twin platform.
SharkNinja partnered with Vectorform to build the Shark ION Robot mobile apps and voice assistant integrations.