Our expertise
We craft solutions for your needs in areas such as:
- Customer experience (CX), including strategy development, journey mapping, implementation, and contact channel optimization
- Enterprise feedback management, including voice-of-the-customer (VOC) and voice-of-the-employee (VOE) surveys
- Business account management, including training and optimization
- Customer service operations optimization, including call centers, credit and collections, and billing
- Solar strategy and rate communications
- Demand-side management (DSM) potential evaluations
- Customer segmentation and target marketing of new products and services
Our customers
We focus exclusively on electric and gas utilities and the challenges they face; we have made them our business for more than 30 years
Our consultants
Industry backgrounds lend deep topical knowledge to our on-point solutions based on world-class market research and proprietary data
Examples of our work
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What our customers are saying
E Source’s extensive hands-on industry experience and insight, along with a caring consultative approach, resulted in a detailed road map of how we can strategically and operationally enhance the business customer experience in order to remain a top-performing call center. Thank you, E Source!
Deirdre Whitfield
Customer Care Center Sales and Service Manager
E Source and its team of experts have been instrumental in shaping our business customer strategy. Their team worked very closely with our market research staff to collect and analyze customer data, and their results, recommendations, and advice have been key in helping us improve customer engagement and match our offerings to our customers’ needs.
Ed Hamzawi
Manager, Customer Programs & Services
E Source has been a great consultative partner in helping us determine how to better reach and serve our business customers. The company’s insights and advice helped us reorganize our team to drive efficiencies higher and to help improve business customer satisfaction.
Kelly Enright
Director of Customer Services
The on-site guidance and assistance by E Source was just what we needed. It helped focus our efforts in the right places and took our strategic planning for customers to the next level. In fact, we have seen positive benefits already as our voice-of-the-customer survey scores have increased nicely. Well done!
Laura Campbell
VP of Customer Delivery
Our organization was taking its first steps in CX program development, so E Source was a perfect partner. Their consultants have worked in the industry and could relate to our challenges, which led to targeted support and strategic direction. The best part was that their advice aligned with our specific objectives … regardless of whether that resulted in future revenue streams for them.
Domenic Marinelli
Customer Experience & Energy Planning