JEA Partners with KUBRA to Transform Customer Experience Through Advanced Solutions

JEA has significantly enhanced its customer experience by collaborating with KUBRA, a leading provider of customer experience management technologies. This partnership has enabled the successful implementation of advanced solutions, including the launch of a new customer-centric mobile app, an upgrade to Storm Center™ 5, the adoption of Notifi® 4, and a complete redesign of JEA’s billing system. These initiatives reflect JEA’s commitment to modernizing its services and streamlining customer interactions.

The new My JEA app, powered by KUBRA iMobile™, consolidates essential services such as billing, payments, outage reporting, and alerts into a single, easy-to-use platform. Designed for both residential and commercial customers, the app provides real-time updates on account changes and service disruptions, allowing for greater transparency and responsiveness. Customers can also conveniently report outages and manage their accounts from the app, simplifying their overall experience.

JEA’s transition to the Storm Center™ 5 platform, hosted on the AWS Cloud, has brought several benefits, including improved scalability, enhanced disaster recovery capabilities, and robust security features. The solution also supports cost reduction through automation and includes a Spanish-language map, ensuring inclusivity for JEA’s diverse customer base.

With the adoption of Notifi® 4, JEA has introduced advanced communication capabilities such as two-way SMS conversations driven by natural language processing. The platform’s single sign-on feature simplifies access across multiple systems, while Spanish language support extends its accessibility to Spanish-speaking customers. This innovation improves JEA’s ability to communicate efficiently and effectively with its customers.

KUBRA’s redesign of JEA’s billing system has modernized the bill format to create a more intuitive and aesthetically pleasing experience for customers. Developed through a collaborative effort between JEA’s technology services team and KUBRA’s design experts, the new design streamlines processes, reduces costs, and enhances productivity. Customers have responded positively to the redesigned bills, appreciating the improved layout and vibrant colors, while JEA has benefited from advanced tools for tracking and generating reports.

“KUBRA’s long-standing relationship with JEA reflects our shared commitment to delivering customer-first solutions,” said Rick Watkin, President and CEO of KUBRA. “JEA continues to set a benchmark in leveraging technology to enhance customer experience, and we are proud to contribute to their journey.”

These innovative solutions represent a significant step forward in JEA’s mission to elevate customer satisfaction and operational efficiency. The partnership with KUBRA underscores the transformative potential of technology in delivering exceptional customer experiences and redefining service standards in the utility sector.