Sempra is an energy infrastructure company based in Southern California focused on improving the life of their 36 million customers through forward-thinking energy solutions.
For over 10 years, Logic20/20 has partnered with the Sempra subsidiaries SoCal Gas and San Diego Gas & Electric to create innovative customer experiences and technical solutions for retail and business customers.
Focus Areas
Streamline Customer Onboarding
In Builder’s Portal, commercial builders and contractors can self-serve on permit requests and status updates. Previously only a black box that required a phone call and human support, builders can now submit and track applications.
Customer Service
Logic20/20 has partnered with Sempra for 10 years, building the foundation of a new service model, including a new website, customer journeys, and FAQ chatbots for automated service.
Data Science
AI/ML powered FAQ Chatbots intuitively help customers with questions 24/7, freeing up agents for high-value, high-touch problem solving.
Customer Journey
Sempra is modernizing their digital customer journey, with continuous improvements for household and corporate customers. Investments in graphic design and content improve brand communication; ease of access to customer portals and builder requests simplify self-service and improve transparency.
Accelerated Product Development
Logic20/20 teams use CI/CD and DevOps best practices to bring products to market - faster. With projects in system integrations, enterprise architecture, customer experience design, and front and backend development, our teams are reshaping customer engagement channels at Sempra.
Solution Impacts
Logic20/20's partnership with Sempra is focused on meeting core business objectives by leveraging innovative solutions.
Increased website stability
As part of the architecture and re-platform of the customer account portal, site uptime was dramatically increased, boosting overall customer satisfaction scores.
Accelerated time to market
Using Scrum and DevOps methodologies, we have increased the velocity of development work, kept to rigorous stability and quality standards, and added automated performance and regression testing. We deploy new features and enhancements with lower error rates, in shorter cycles.
Automated manual processes and reduced agent wait times
Logic20/20 replaced a laborious paper process for setting up services, securing permits, and making payments with a digital portal, enabling real time status updates. New digital processes save time for customers and support desk agents.
“Logic20/20 has been outstanding partners for so many years and we have had so much success because of their great work and contributions."
Group Leader in Engagement Applications
Utilities Company