Customer service is improving at Niagara Peninsula Energy Inc. (NPEI) thanks to a mobile app launched in 2025 to help customers access account information and complete routine tasks anytime, anywhere.
NPEI created the app to address customer input. Results from the utility’s Customer Satisfaction Survey showed that customers wanted more self service options, and many specifically asked for a mobile app. In response, NPEI developed an app that connects seamlessly with its existing MyAccount customer portal.
The app gives customers access to trusted tools already available online, but in a mobile friendly format. Customers can track electricity usage, monitor trends, change price plans, receive notifications, and manage their accounts without needing to contact the call centre. An interactive calendar shows real time electricity use by day, displayed as either cost or energy use, helping customers understand and manage their consumption.
NPEI introduced the app through a limited launch in 2024, followed by a full rollout in 2025. The app was promoted through bill inserts, social media and website ads, community event outreach, a promotional video, and an app contest.
The response exceeded expectations. In 2025, more than 5,200 customers downloaded the app. As more customers handle routine tasks on their own, NPEI’s customer service team can focus on the complex requests and issues that need personal support.
The mobile app does not replace human service; it strengthens it by giving customers more control and convenience. By combining digital tools with dedicated customer support, NPEI is building a more modern, flexible, and responsive customer service experience.