E Source’s foundation is built on more than 30 years of deep partnerships with utilities across the US and Canada. Our proven solutions help our clients meet their business objectives, put their customers first, and solve their most pressing challenges. Our clients tell us we’re fun and easy to work with.

Management consulting

Our management consulting team takes pride in providing proven strategies and measurable results—no pie-in-the sky theories, buzzword-driven recommendations, or another strategy binder for your shelf. We help utility leaders implement executable solutions that improve business results. From strategy development to implementation, we help utility leaders with key utility functions from customer experience and operations to demand-side management and distributed energy resources.

Our areas of expertise

Customer experience (CX)

  • Strategy development and implementation
  • Customer journey-mapping transformation
  • Voice of the customer (VOC) and voice of the employee (VOE) program design and development
  • CX maturity assessment and action plan implementation

Customer operations

  • Contact center optimization
  • Back office (billing, rebate processing, credit and collections)
  • Bill redesign
  • Customer prioritization and tiering (small and midsize business and key accounts)

Customer and market analytics

  • Customer segmentation and predictive analytics
  • Growth strategy development
  • Key account intelligence analysis reports
  • Micro- and geo-targeting

Demand-side management (DSM) and emerging technologies

  • Program and portfolio design and strategy
  • Technology roadmap and strategy
  • Measure and gap analysis and potential
  • Potential studies and process evaluation

Distributed energy resources (DERs)

  • Strategy development and deployment
  • Electrification strategy development and roadmap
  • Electric vehicle marketing and customer outreach
  • Battery storage strategy and implementation

Product and service innovation

  • Ethnographic design, research, and analysis
  • Design-thinking project implementation
  • Utility innovation strategy and structure
  • Emerging market strategy, intelligence, and technologies

Technology planning and implementation

In order to effectively deploy complex technologies, you need a proven implementation methodology and a committed project team with deep subject-matter expertise. Our diverse mix of engineers, data analysts, public relations specialists, project managers, financial experts, and system integrators will reduce your project risk and deliver maximum benefit to your smart utility or smart city project.

Our areas of expertise

Assessment and business case

  • Technological, operational, and organizational readiness assessment
  • Capital and operations and maintenance cost estimate
  • Anticipated quantitative and qualitative benefits identification
  • Utility vision and roadmap development

Requirements and procurement

  • Software, hardware, and infrastructure requirements definition
  • Implementation strategy development
  • Proposal solicitation and development
  • Contract negotiations
  • Grant writing and reporting

Implementation program management

  • Project and vendor management
  • Systems integration and testing oversight
  • Change management and business process design
  • Stakeholder awareness and education

Field services

  • Field surveys
  • Deployment strategy
  • Installation contractor oversight
  • Quality assurance and quality control inspections
  • Back-office data validation

Postdeployment optimization

  • Utility data analytics and dashboards
  • Benefits realization and verification
  • Systems support and operations staff augmentation
  • Key performance indicator tracking and continuous improvement
  • Postdeployment customer communications

Product and service innovation

  • State-of-the-industry technology education
  • Endpoint specification and configuration
  • Network architecture planning
  • Design and implementation of add-on technologies

The E Source difference


We’re forward-thinking

Our work is fueled by the desire to help you evolve your customer experience, products, and technologies. We bring best-in-class techniques and ideas from inside and outside the utility sector.

We have world-class market research capabilities

We deploy a combination of qualitative and quantitative customer research with various instrumentation for an easier, more agile approach to collecting data and insights. We combine methods and conduct research iteratively so you can build on previous insights and avoid losing learnings from one phase to the next.

We’re invested

We hire the right team of focused experts who’ve made utilities their career choice and personal passion. Our people know your business, have lived your challenges, and have delivered successful solutions that are endorsed by utility personnel, customers, and governing or regulatory bodies.

We’re focused on utilities and cities

E Source has an unwavering commitment to helping utilities and cities continually reinvent and improve themselves. Our solutions are grounded in the trust and insights we’ve gained through more than 30 years of working with utilities across the US and Canada.

Our consultants are experts in

  • Strategic planning and feasibility studies
  • Procurement and vendor management
  • Systems integration design and planning
  • Field services
  • New technology evaluation and engineering analysis
  • Customer and market analytics
  • Change management
  • Design-thinking strategies
  • Customer experience transformation
  • Stakeholder management
  • Demand-side management and emerging technologies
  • Distributed energy technologies
  • Product and service innovation
  • Industry collaboration facilitation
  • Marketing and messaging
  • Data science

Meet our experts

Dale Pennington

Advanced metering infrastructure (AMI), Smart meters

See bio

Filomena Gogel

Customer engagement, Customer experience, Strategy

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Kody Salem

Energy information systems, Advanced metering infrastructure (AMI), Smart meters

See bio

Melanie Wemple

Customer journey mapping, Outage management, Demand-side management (DSM), Strategy

See bio

Nicole Naassan

Operations, System design and interactions

See bio

Chad Garrett

Market segment, DSM business case, Strategy

See bio

Kara Truschel

Change management, Energy information systems, Strategy

See bio

Nicole Pennington

Communications, Public relations, Advanced metering infrastructure (AMI), Smart meters

See bio

Gary Mann

Organizational structure, Metering and monitoring, Strategy

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Lisa Markus

Employee engagement, Change management, Customer experience

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Katie Ryder

Operations, Demand-side management (DSM)

See bio

Parvathi Murali

Data analytics, Energy information systems, Metrics

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Jeffrey Daigle

Contact center, Interactive voice response system (IVR), Customer experience, Customer journey mapping

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Adam Maxwell

Communications, Demand-side management (DSM), Electric vehicles (EVs), Solar technology, Design thinking, Product development, Strategy

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Alanya Schofield

Communications, Distributed energy resources (DERs), Value of solar, Solar technology, Program design, Strategy

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Spencer Sator

Electrification, Emerging technology programs, Electric vehicles (EVs), Solar technology

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Bill LeBlanc

Design thinking, Product development, Market research, Social media marketing, Pricing options

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Matthew Burks

Customer experience, Commercial business, Product development, Strategy

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We’re on your team

Let’s schedule a time to discuss your challenges and how E Source can help.

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