Behind every service request is a life moment: a college student unlocking their first apartment, a family turning the key to a new home, or a customer finding their footing after life takes an unexpected turn.

TECO Energy understood that these moments carry real weight. They’re emotional, time-sensitive, and deeply personal. When people count on you to power their homes and their hopes, reliability isn’t optional. It’s a promise.

As one of Florida’s largest regulated utilities, serving over 800,000 customers across a rapidly growing region, the company recognized that its legacy move-in process wasn’t keeping pace with modern customer expectations and knew  it was time to evolve.

The challenge: Hidden bottlenecks behind the scenes

For years, the move-in experience relied on a manual, form-based system. Submissions were routed through RPA bots and manually reviewed across departments. It worked, but it wasn’t working well enough.

As customer volume grew, the cracks began to show:

  • Escalations stalling in inboxes with no visibility
  • Fraud checks and billing verifications siloed across teams
  • Supervisors piecing together updates from scattered sources
  • Customers waiting without clarity or confidence

What should have been a moment of excitement, moving into a new home,  sometimes became a point of frustration for customers. And that wasn’t a true reflection of TECO Energy.

Together, TECO Energy and avertra saw an opportunity not just to fix a process, but to reimagine the entire experience, for customers and employees alike.

The vision: Reimagining the future of service

Recognizing the need for change, TECO Energy partnered with avertra to modernize one of the most important journeys in a customer’s lifecycle: starting or transferring service.

The mission was simple: bring transparency, automation, and humanity to a process that touches thousands of lives every month.

Through this partnership, MiMove was introduced: a fully automated, dual-channel move-in transformation powered by avertra’s MiCustomer Digital Experience Platform (DXP). Through one shared platform, one foundation of logic, and one unified view of progress, it connected both customers and employees, reshaping how simplicity, speed, and trust were delivered at scale.

The approach: Transforming without disrupting

Transformation isn’t about tearing everything down. It’s about building smarter on what’s already there. As Bashir Bseirani, avertra’s CEO/CTO, put it:

That meant stepping directly into TECO Energy’s world. Rather than relying on assumptions, every decision was grounded in lived reality by:

  • Studying the same training guides our call center agents use.
  • Observing real customer interactions to identify friction points.
  • Mapping cross-department workflows, from billing to fraud prevention to escalation management.

This grounded, hands-on approach led to a three-phase strategy:

  • Streamline: Simplify and automate existing workflows.
  • Transform: Reimagine processes for transparency and connection.
  • Innovate: Build future-ready, intelligent customer experiences.

The results: Proof in the process

Born from a clear goal to simplify the customer and employee  experience, TECO Energy’s MiMove transformation has become an award-winning example of what thoughtful innovation can achieve.  Recognized with Chartwell’s Gold Award for Excellence in Digital Experience in 2025, MiMove stands as proof that meaningful transformation happens when technology, empathy, and collaboration come together.

Within months of the launch, MiMove transformed how TECO Energy serves customers and teams work behind the scenes: 

  • 69% of start service requests are now fully automated.
  • Call volumes tied to move-in requests have dropped significantly.
  • Escalations are resolved faster, with clear ownership and traceability.
  • Customer satisfaction and J.D. Power scores have both strengthened.

What was once a slow, manual process is now a connected, real-time experience that’s faster, more transparent, and easier to manage at scale. For employees, it means fewer touchpoints and complete visibility across departments. For customers, it means shorter wait times, smoother starts, and service they can count on when it matters most. 

At the heart of this achievement are the people who made it happen:  those who listened, learned, and led with empathy. Every service request represents more than just a transaction. Each is a life moment that deserves clarity, care, and connection.

The road ahead: Moving from streamline to transform

True transformation isn’t a one-time project, but a journey. With MiMove now setting a new standard, TECO Energy and avertra are entering the next phase: Transform. This next chapter focuses on expanding automation, deepening personalization, and creating more intuitive, human-centered experiences for both customers and employees.

TECO Energy’s move-in transformation proves that when the right technology is combined with  empathy and purpose, you don’t just modernize a utility, you humanize it. By empowering teams and leading with care, transformation becomes something greater: a force that enriches lives.

That’s the power of thoughtful transformation.

That’s the future of energy service.

And that’s how life’s most meaningful moments continue to be powered –  together.