Challenge

As part of a multi-phase Opower deployment, the utility needed confidence that customer-facing insights—billing forecasts, alerts, and personalized recommendations—were accurate, compliant, and scalable across more than one million customers. Errors would directly impact customer trust and regulatory standing.

What Veracity Did

Veracity delivered independent quality assurance focused on customer experience outcomes:

• Translated business and regulatory goals into testable, scenario-based validation

• Designed traceable test cases across digital and print customer communications

• Validated rate logic, segmentation, forecasts, and alerts using real-world data conditions

• Identified systemic and edge-case defects early in execution

• Collaborated with business, technical, and QA teams to accelerate resolution

• Provided confidence in readiness across multiple program phases

Results

• Accurate, reliable customer communications at scale

• Reduced risk of customer-facing defects and regulatory exposure

• Improved confidence in platform performance and scalability

• A resilient customer engagement program serving over one million customers

Why It Matters

In regulated environments, quality failures erode trust instantly. Independent QA ensured customer experience outcomes were protected before they reached the public.