In-house work · Energy & utilities
Enterprise Dynamic Survey System
Automated thousands of monthly utility service sign-ups with a branching survey engine, cutting call-center volume.
- Built by
- Our head engineer, in-house at a previous employer
- Industry
- Energy & utilities
- Timeline
- 6 months
- Year
- 2023
- Platforms
- Web
Results at a glance
Automated thousands of service sign-ups monthly, eliminating the need for manual call-center processing of routine requests
Drastically reduced inbound call-center support volume by routing users to the correct services before they ever pick up the phone
Successfully integrated with a nationwide supplier network spanning multiple regions and utility providers
The challenge
- Modeling and maintaining thousands of branching permutation paths where each user answer dynamically alters all subsequent questions
- Integrating with legacy utility supplier APIs that use inconsistent data formats and authentication methods across regions
- White-labeling the entire survey experience so it can be deployed under different brand identities for each regional utility provider
- Keeping the complex branching logic fast and responsive even as the number of possible paths grows over time
- Building a testing framework that can validate every critical path through the survey without requiring manual QA for each permutation
About the project
Designed and deployed a survey system for a national client. It uses complex answer paths that dynamically alter subsequent questions based on user input. Connected to a network of supplier APIs, it routes users to appropriate resources and automates service sign-ups with suppliers across the US.
What was delivered
Scope
- Branching logic engine
- Supplier API integration
- White-label deployment
- Automated path testing
- Funnel analytics
Our approach
Engineered a dynamic routing algorithm that evaluates user inputs in real time and determines the optimal question path and service match
Created a background API handshake system that normalizes data across multiple legacy supplier endpoints into a consistent internal format
Built a scalable, config-driven architecture that supports national deployment with per-region branding, supplier mappings, and question sets
Developed an automated path validation tool that tests critical survey flows on each deployment to catch logic regressions early
Implemented detailed analytics tracking at each survey step to identify drop-off points and optimize completion rates
The outcome
- Automated thousands of service sign-ups monthly, eliminating the need for manual call-center processing of routine requests
- Drastically reduced inbound call-center support volume by routing users to the correct services before they ever pick up the phone
- Successfully integrated with a nationwide supplier network spanning multiple regions and utility providers
- Improved survey completion rates by identifying and removing friction points through step-level analytics
- Enabled the client to onboard new regional suppliers by updating configuration files rather than writing new code
Built with
React- REST API
Node.js- AWS
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