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30
key areas identified and improved for customer experience
40+
Customer employees managed for this project across multiple divisions
10
Programs looked at for the process improvement initiative
The Problem
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 to align 10 programs, coordinating with over 40 Marketing Managers, Program Managers and Contractors.
The Solution
The Greencastle team helped the client establish small, agile groups to include all key managers. The groups were challenged to review the process flow from the Customer’s perspective for any weak points and potential areas of improvement. Greencastle evaluated each step in the process, leading the client team thru a series of initiatives to probe and answer questions related to potential failure points and causes, existing controls for known and potential issues, and risk assessment for potential challenges. Detailed process flows were developed for each program with 30 prominent weak points and disconnects highlighted for further review and resolution. Client participants explained that, though they are very engaged in their part of the process, they were not aware of all the steps required and potential gaps along the way. Having all key players together and engaging them in the full spectrum of the process beyond their own contributions allowed for quick identification of potential issues, the development of an initial action plan, and a more unified team mindset from all participants understanding and appreciating the other Division's roles and impact in the customer journey.
The Result
Greencastle facilitated the creation of detailed process maps for 10 energy efficiency programs, leading to 30 key areas for improvement. As a result of these assessment workshops and the development of process maps, Utility Company’s Energy Efficiency (EE) Leadership team implemented the recommended improvements, developed a further plan to address the identified concerns, and ultimately improved the customer experience.
