In an effort to help improve a Leading Utility Company’s Customer Experience interacting with their energy efficiency program, Greencastle supported a process improvement initiative with 10 programs coordinating with over 40 Marketing Managers, Program Managers and Contractors.
THE SOLUTION
To create a customer-centric approach, small groups were empowered and coordinated to methodically examine the process flow from the customer’s viewpoint. Our team meticulously assessed each stage of the process, probing for weak points and avenues for enhancement. We delved into critical inquiries such as identifying potential failure points, examining existing controls, and gauging the likelihood and severity of issues. This resulted in the development of detailed process flows for each program, illuminating 30 crucial weak points that demanded immediate attention and resolution.
The success of this project lies in the strategic assembly of a compact yet inclusive team consisting of all essential managers. Managing and coordinating the various stakeholders proved extremely beneficial for identifying gaps but also overall collaboration. Participants frequently expressed surprise at the intricate steps and potential gaps they hadn’t previously acknowledged. This collaborative gathering facilitated the swift identification of issues and the formulation of an initial action plan for effective resolution which ultimately revolutionized the Customer Experience.
BENEFITS & RESULTS
As a result of this initial assessment workshops and development of process maps, Utility Company’s Energy Efficiency (EE) Leadership took the recommended improvements and developed a strategy to address these concerns and ultimately improved their customer’s experience.
Detailed process maps were developed for 10 energy efficiency programs. 30 key areas for improvement were identified to allow Utility Company’s EE Leadership to address and ultimately improve their customer experience.