Case study

Enhancing customer experience for a utilities company

Situation

A utilities company had a significant gap between its current customer experience capabilities and its target, as well as those of leading customer experience companies. A consultant was asked to develop customer experience strategy. Delivery Partners helped develop hypotheses regarding potential improvement opportunities.

Our work

  • Identified major “as is” processes and operational business flows
  • Built the company’s experience / life-cycle and touch point map
  • Helped create a high-level customer experience and customer service excellence vision
  • Developed hypotheses and prioritized potential improvement opportunities (both short and long-term)

Results

  • High-level customer experience and customer service excellence vision
  • Customer touch point map
  • Hypotheses regarding potential short and long-term improvement opportunities