One of the first steps to improving your new-construction experience is changing your perspective. You need to view builders and contractors as your customers. They’re often interacting with your end-use customers; they’re the face of your utility during new construction. Treat them as your customers and not just steps in the process.
How we helped SoCalGas streamline its processes
During the web conference, we welcomed Dan McNair, manager of New Business Customer Experience at SoCalGas. McNair detailed the utility’s efforts to improve the experience for its large builders.
We worked with SoCalGas to interview large builder customers and SoCalGas employees. Internally, we identified opportunities for SoCalGas to improve its employee training, communication, and alignment of various departments. We also found that the builders wanted one point of contact with SoCalGas, and that the performance of the account reps was crucial to building and maintaining an enhanced customer experience.
Based on recommendations from E Source, SoCalGas has begun its transformation of the customer journey. The utility is focusing on changing how the organization works with and views its large builders. It’s also implementing employee training and coaching programs to give employees the tools and skills needed to be successful in supporting builders. SoCalGas added a new coaching program for account reps and implemented a customer feedback process with clear communication channels.
How we helped ComEd streamline its processes
We also heard from Lanita Greer, customer experience manager for new construction at ComEd. We partnered with ComEd in 2018 to improve its residential customers’ experience with the new-construction process. As a result of our work, we created a roadmap for enhancing customer communications, improving internal processes, and increasing customer advocacy. We detailed the work and outcomes of our partnership with ComEd in the case study New Construction with ComEd (PDF).
More recently, ComEd has been looking at how to adjust its new-construction processes to account for COVID-19. This includes moving to virtual training programs for internal stakeholders. ComEd is considering keeping these trainings virtual even after the pandemic. Through them, the utility has seen cost savings and increased efficiencies from employees not needing to drive to in-person trainings.
Let’s discuss your challenges
E Source can help you:
- Identify inefficiencies in your new-construction process
- Assess your digital channels
- Pinpoint and eliminate numerous handoffs
- Bring the VOC into the process
Not sure where to start? Schedule a discovery call and tell us about your challenges with the new-construction process. We welcome the opportunity to help you improve internal processes, become better partners for builders, and improve the experience for end-use customers, all while lowering your operational costs.