Normalized claim
Quantified impact: 15% increase
Responses to emails in 2 working days increased by 15%.
So Energy uses Amazon Connect email-to-case + AI-powered case summaries and self-service to improve response times and reduce inquiry volumes
Use case typeContact center modernizationUpdated Jun 13, 2026
So Energy is a UK-based renewable electricity supplier serving around 300,000 homes. The company implemented Amazon Connect email-to-case to manage customer issues from initial contact through resolution, with a unified view of each customer's journey across billing queries, service disruptions, and solar and EV charging support.
- Organization
- So Energy
- Industry
- Energy & Utilities
- Location
- United Kingdom
- Published
- May 2026
Reported outcomes
−45%
quantified impactOther quantified impact
+15%quantified impact−30%quantified impact
Strategic outcomes
Speed & agilityImproved response and resolution speedScale & capacityReduced routine inquiry volumeCustomer experience & trustImproved customer trust ratingNew product / capabilityEnabled self-service support channels
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Quantified impact: 30% decrease
Average days to resolve a case decreased by 30%.
Normalized claim
Quantified impact: 45% decrease
Routine inquiry volumes were reduced by about 45%.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- So Energy
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Customer Stories
Reduce workload on operational teams for routine inquiries while improving response times and resolution speed
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 4
- 1Customer Service Automation
- 2Case Management
- 3Self-Service
- Handle complex, high-volume customer service interactions while maintaining a personal touch.
- Reduce workload on operational teams for routine inquiries while improving response times and resolution speed.
- Implemented Amazon Connect email-to-case capabilities for unified case management.
- Used AI-powered case summaries to help agents quickly understand complex issues spanning multiple interactions.
- Enabled self-service through email and used Amazon Connect analytics to understand customer interactions and improve operations.
- Responses to emails in 2 working days increased by 15%.
- Average days to resolve a case decreased by 30%.
- Routine inquiry volumes were reduced by about 45%.
- So Energy reported an 'Excellent' Trustpilot rating.
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: May 13, 2026Publisher: AWS Customer StoriesEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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