PPL said it saw a record 6.7 million customer contacts last year, 4.7 percent higher than the 6.4 million it had in 2011 and dramatically higher than the 5.1 million it had in 2010, 4.24 million it had in 2009 and 4.21 million it had in 2008.
And while the numbers were influenced by the volume of storm-related contacts for weather related events like Hurricane Sandy -- the company logged more than 1 million total contacts during the weeklong restoration effort -- the company said an increase in use of the company's website was also a factor.
"More and more customers are feeling comfortable with and using web self-service tools," said Bernard Molchany, director of customer operations. "It allows them to conduct business with us on their schedule, when it's most convenient for them."
He said last year there was a 42 percent increase in web self-service collection agreements over 2011.
More customers also used the company's automated telephone system.