Thanks to a new digital solution rolled out earlier this year, Hawai‘i Gas customers now enjoy 24/7 access to information, scheduling and payment options.
Hawai‘i Gas calls the MyAccount portal a natural evolution for its customers, who have increasingly shown interest in digital solutions that provide immediate access to their account details without the need to speak to a customer service representative. The portal gives customers a central place to access account information, pay bills, track usage and make service requests.
Not only has the reception of MyAccount proved overwhelmingly positive, but Hawai‘i Gas reports adoption has been enthusiastic and swift. Officially launched in early April 2024, nearly 25% of customers had signed up within the first month. Though it continues to be promoted through different communications channels, officials at the utility say they observed a significant number of customers sign up during the soft launch, well before any broad promotion of the new service.
“This tells us that there was a real pent-up need from our customers for an online portal, and we’re very happy to provide this new service to improve our customers’ overall experience,” Alicia Moy, president and CEO of Hawai‘i Gas, told American Gas.
According to Moy, MyAccount is a win for both customers and the utility itself. Because the portal allows customers to get the information they want quickly and independently, customer service teams can focus on needs beyond the immediate access to information and services now provided by MyAccount.
Moy says the successful launch of the customer service portal is part of a companywide modernization initiative that is focused on better meeting customer needs.
“Providing excellent customer service and resources is our North Star at Hawai‘i Gas, so providing customers with more tools and resources directly benefits our individual customer relationships and the customer journey overall,” Moy said. “We are thrilled about the positive reception to the launch of this online portal so far and continue to work hard to elevate and streamline the customer experience.”
