Brillion Partners with Wise Electric to Modernize Utility Customer Engagement and Energy Audits
Brillion, a leading provider of customer engagement and program management solutions for utilities, has announced a new collaboration with Wise Electric, marking a significant step forward in how the cooperative engages with its members. Wise Electric has chosen Brillion’s customer engagement platform to modernize its communications strategy and overhaul its energy audit processes, creating a more efficient, transparent, and customer-centric utility experience.
Shifting Away from Legacy Models
For many years, Wise Electric has relied on traditional engagement methods such as in-person community events and call center outreach. These practices have allowed the cooperative to maintain strong community ties and a trusted reputation among its members. However, as customer expectations evolve in the digital era, these methods also revealed clear limitations.
Manual energy audits, for example, often required significant time and staff resources, making it difficult to scale services to meet growing demand. Similarly, communication channels were largely one-directional and dependent on members reaching out for information. This reactive model left opportunities on the table for the utility to better inform members about rebates, billing assistance, and energy efficiency programs.
Recognizing these gaps, Wise Electric sought a partner that could help modernize both their customer engagement and operational practices without compromising the strong community relationships they had built over decades. Brillion’s platform emerged as the right fit, offering automation, data-driven insights, and streamlined communication tools designed specifically for utilities.
Meeting Modern Customer Expectations
“Today’s utility model of waiting for customers to call is fundamentally broken,” explained Bill Phelan, Chief Product Officer at Brillion. “Members now expect proactive communication, self-service tools, and clear information that helps them make informed energy decisions. Utilities that succeed in today’s environment are those that deliver these experiences while simultaneously reducing operational burdens.”
The Brillion platform addresses exactly these needs by shifting utilities away from reactive service models toward proactive engagement. Through its integrated features, Wise Electric will now be able to reach members with the right information at the right time, eliminating guesswork and improving satisfaction.
Transformative Communication and Energy Insights
Under this partnership, Wise Electric plans to deliver approximately 1.5 million personalized and relevant messages each month. These messages will range from billing reminders and outage alerts to targeted information about rebate opportunities and energy efficiency tips.
Equally important, the platform will automate what has historically been a time-intensive process: energy audits. Instead of requiring manual on-site assessments for every customer, Brillion’s technology leverages data-driven recommendations to provide members with clear insights into their household or business energy usage.
The system will also include self-service tools, allowing customers to evaluate different rate plans and utility programs in real time. Members can easily compare options, assess potential return on investment, and make decisions aligned with their personal energy goals—whether reducing bills, lowering environmental impact, or adopting new technologies like electric vehicles.
Measurable Results and Improved Engagement
Wise Electric has set ambitious goals for this transformation. By implementing Brillion’s engagement platform, the cooperative expects to see at least a 10% increase in program participation, as members become more aware of and confident in exploring available offerings. Additionally, engagement metrics are projected to improve dramatically, with a sevenfold increase in click-through rates on digital communications.
These measurable outcomes will not only enhance the utility’s operational efficiency but also strengthen its relationship with members, demonstrating a genuine commitment to transparency, accessibility, and value.
From Service Provider to Trusted Energy Partner
For Wise Electric, the partnership with Brillion represents more than just a technology upgrade—it signals a broader cultural shift in how the cooperative views its role in members’ lives.
“We’re moving from answering questions to anticipating needs, from explaining bills to empowering energy decisions,” said Bryan Shriver, Member Service Manager at Wise. “It’s the difference between being a service provider and being a trusted energy partner.”
This philosophy reflects the growing recognition that modern utilities are no longer just suppliers of electricity. Instead, they are evolving into active partners in helping customers manage energy use, adopt new technologies, and participate in broader sustainability initiatives.
Setting a Model for the Future of Utilities
The Wise Electric–Brillion collaboration also offers a glimpse into the future of utility operations more broadly. Across the United States, utilities face mounting pressures: rising demand for renewable integration, increasing regulatory scrutiny, and customers who expect seamless digital experiences on par with leading consumer brands.
By adopting solutions like Brillion’s, utilities can address these challenges in a way that benefits both customers and internal operations. Automated audits reduce workload for staff, proactive communication reduces inbound call volume, and self-service platforms improve member satisfaction—all while expanding participation in programs that support energy efficiency and sustainability.
