Fairfield Electric Cooperative: Immediate Results with Brillion Engage and Educate
+968%
increase in home energy advisor usage
98%
content understanding
4X
industry standard click-through rate
TL;DR
Fairfield Electric Cooperative partnered with Brillion to implement outbound communications and the home energy advisor.
Before
- Traditional marketing efforts
- Low customer engagement
- High call volume
After
- The phased rollout of its member engagement platform lead to drastic increase in usage of its home energy advisor tool within six months.
overview
Fairfield Electric launched its member engagement platform in a staged, three-month approach with weekly check ins to keep the project on track. While early results after one month showed promising value, the impact after six months has exceeded expectations.
transforming member engagement
After adding outbound communications to their initial launch of video bill explanations, Fairfield Electric saw an impressive 968% increase in home energy advisor usage. The shift from passive to proactive engagement has dramatically improved member interactions and awareness.
Type: Co-Op
Customer Since: 2024
Brillion Solution: Engage, Educate
About the Company
Fairfield Electric Cooperative, based in Blythewood, South Carolina, is a member-owned utility providing reliable and affordable electric service to over 27,000 members across six counties. Founded in 1939, it is committed to supporting the communities it serves through outreach, education, and local partnerships.
+968% Usage Increase
in Six Months
The Results
Strong Engagement, Fewer Calls
The team has continued to see high open and click-through rates, showing that members are not just receiving the information but they’re engaging with it. As a result, the cooperative has experienced a noticeable drop in call center inquiries, with many members finding the answers they need through the on-demand video bill explanations and home energy advisor tools.
Looking Forward to the Future
Fairfield Electric is actively promoting the home energy advisor tool through multiple channels, including outbound communications and CSR conversations. With a strong foundation and proven results, the cooperative is excited to keep building momentum, using new insights to deepen member relationships and offer even more personalized, helpful experiences.
BY THE NUMBERS
+968%
home energy advisor usage after VBE’s were sent
69%
VBE email open rate
98%
of members said the VBE information was easy to understand
96%
of members felt they did not need to call the call center after watching the VBEs
