Toronto, ON – April 2025 – Star Telecom is proud to announce that Milton Hydro has been awarded the prestigious Electricity Distributors Association (EDA) Customer Service Excellence Award — a direct result of the company’s customer experience transformation powered by a Genesys Cloud CX solution implemented by Star Telecom.
Milton Hydro’s enhanced service experience is built around customer-centric innovation, driven by technology and design leadership. Key features of the upgraded platform include:
- 360° Customer View: Empowering agents with real-time insights and integrated customer information, enabling faster, more personalized support.
- AI Virtual Assistant: Streamlining common inquiries and allowing customers to resolve billing and account-related concerns independently through Milton Hydro’s website and phone system.
- Proactive Outage Notifications: Keeping customers informed with real-time updates via X (formerly Twitter), the Milton Hydro Outage Map, and dynamic notifications through the AI Virtual Assistant.
- Enhanced Self-Service Options: Delivering greater flexibility and convenience with automated solutions that empower customers to access the help they need, anytime.
Troy Hare, President and CEO of Milton Hydro, shared in the official Global Newswire release:
“Receiving the EDA Customer Service Excellence Award is an incredible honour and a reflection of our team’s dedication to providing outstanding customer experiences. Our team recognized the increasing need for customers to access self-serve options and information on demand. By meeting our customers where they are most comfortable and ensuring they have the tools to understand and manage their energy consumption and accounts, we are making a meaningful impact.”
The modernization of Milton Hydro’s customer service operations highlights the impact of the Genesys Cloud CX platform combined with Star Telecom’s expert implementation and telecom services. The transformation has elevated customer engagement, streamlined internal operations, and strengthened communication during critical moments like power outages.
“We are thrilled to celebrate Milton Hydro’s well-deserved recognition,” said Jeff Hebel, Vice President of Client Success. “Their commitment to innovation and customer satisfaction is remarkable, and we’re proud that our partnership and Genesys Cloud CX expertise played a role in delivering a next-level service experience for their community. Having one of our client’s receiving industry recognition for this significant leap in customer experience through the adoption of Genesys Cloud is a great outcome, and kudos to Milton Hydro in partnering with this implementation and continued focus on the customer.”
The EDA’s Customer Service Excellence Award recognizes outstanding achievement in enhancing the utility customer experience across Ontario, underscoring the importance of innovation, reliability, and customer care in the energy sector.
For more information about Star Telecom’s award-winning contact center and CX transformation services, visit www.startelecom.ca.
References
“Milton Hydro Honoured with EDA Customer Service Excellence Award”, GlobeNewswire, March 19, 2025