Our voice-of-the-customer market research, utility benchmarking, industry knowledge, and expert advice help utilities improve their customers’ experiences and optimize their customer-centric operations.

We help utilities

With our expertise in their corner, our utility members:

  • Identify opportunities to significantly reduce O&M costs and optimize capital expenditures
  • Drive a customer-centric culture across the organization
  • Develop business cases for customer-centric solutions
  • Conduct sophisticated journey-mapping exercises to understand customers’ needs and desires, as well as identify opportunities for utility cost savings
  • Improve back-office processes such as billing, rebate processing, and credit and collections to achieve greater efficiencies and drive customer satisfaction
  • Optimize their call centers and customer service operations
  • Ensure that their online presence can keep up with customers’ evolving expectations
  • Use social channels to improve the customer experience (CX) and deflect inbound calls from contact centers

Our customer experience transformation memberships

Account Management Service

Identify your business customers’ needs and establish processes, goals, and strategies to improve the service you provide. We’ll also help you increase customer satisfaction, revenue, and overall engagement quality.

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Business Energy Advisor tool

Empower your business customers to make informed energy-related decisions at their organizations with support from your utility.

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Business Marketing Service

Drive program participation and achieve results with your commercial and industrial program, product, and service marketing through specific campaign feedback, creative ideas, and industry-leading strategies and tactics.

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Contact Center Optimization Service

Improve customer satisfaction scores, customer service processes, contact center performance metrics, and credit and collections efforts, and drive enrollment in value-add programs. We deliver proven tactics that your reps can implement, backed by industry case studies and benchmarking data.

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Corporate Communications Service

Tell effective brand stories, align your brand strategy with top utility brands, develop and execute an industry-leading social media strategy, and execute effective routine communications.

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Customer Experience Strategy Service

Lead your enterprise customer experience management strategy to yield notable improvements across your key customer-focused metrics as well as operations and maintenance savings.

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E-Channel Service

Develop successful business cases to upgrade your digital platforms by sharing online self-service transaction usage rates across the industry and specific design advice to increase use of your sites.

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Residential Marketing Service

Boost the return on investment for your residential program, product, and service marketing with creative ideas, specific campaign feedback, and industry-leading strategies and tactics.

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What our customers say

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, Georgia Power


Our organization was taking its first steps in CX program development, so E Source was a perfect partner. Their consultants 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 and Energy Planning, Manitoba Hydro

We’re on your team

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

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