A Utility Company Makes Customer Experience a Top Priority

The Problem

In an increasingly connected world, companies need keep up with ways to satisfy consumer expectations. This was increasingly apparent at a large utilities company that saw its customer satisfaction scores decline from one of its most important customer groups — builders and developers — due to its inability to reliably commit service dates to customers. Ineffective cross-functional processes, communication breakdowns, along with generic and unreliable service date windows all contributed to a negative customer sentiment, which prompted the company to prioritize an effort to revamp its customer delivery processes from end-to-end. With the launch of a customer commitment date program, the company shifted focus to putting customer experience first and adjusting internal roles, responsibilities, and technology capabilities to meet customer demands. 


The Approach

Our team focused on enabling the company to make decisions based on accurate data, consistently bringing the voice of the customer into each decision-making conversation, and engaging employees from all levels, regions, and tenure with the company early in the design process to ensure high confidence in employee adoption upon rollout. During rollout preparation and go-live, the team created the strategy for all training, communications, and change management activities, and executed these strategies alongside key business leaders whose teams would own the solutions going forward. In addition, the team developed customer-facing communication tools and resources to help customers better understand the process, expectations, and the company’s commitments to its customers. 

Services Provided

  • Personas and Journey Mapping
  • Service Design
  • Strategy + Roadmapping
  • Experience Research and Analytics
  • Culture + People Alignment
  • Process Optimization
  • Digital Agility
  • Project Management

Value Delivered

The company is currently performing a dry run of the solution, which has shown promising results. The Propeller team was able to help the company quantify its business processes to identify gaps and make strategic decisions, implement new processes and technologies to enable better communication and collaboration between the brand and its customers, and ultimately ensure the company can adapt to evolving customer needs in a changing business environment.