Smiling customer service agent

Customer Operations

Improve performance in customer-facing and support operations. Customer Operations combines data-backed process assessments with targeted improvements and organizational change management (OCM)—helping utilities reduce operating costs and achieve measurable efficiency improvements in front- and back-office functions.


 

Utility workers fixing wire on pole

Drive operational efficiency

Identify inefficiencies and prioritize improvements. We quantify operational gaps and highlight process pain points that impact cost, speed, and accuracy. Our analysis incorporates research on leading practices across customer service operations, such as IVRs, contact center technology, billing, payment, and credit and collections. Key functions evaluated include:

 

  • Customer service
  • Meter-to-cash
  • IT
  • Non-regulated products
  • Field operations
People analyzing information

Enhance process performance

Turn analysis into measurable gains. Using our library of leading-practice accelerators and research-informed recommendations, we support implementation and apply OCM to ensure employees adopt new processes consistently across contact centers and field services.

People on virtual call

Sustain operational results

Validate improvements and maintain gains over time. We track performance outcomes, reduce O&M exception work, and collaborate with utility leaders and staff to embed operational enhancements for long-term efficiency. 

How to improve your energy efficiency website and make it easier to enroll online

Benchmark performance

Compare customer service operations against industry peers. We combine proprietary research—including the Contact Center Performance Study and IVR Industry Scan—with advisory support through Ask E Source, personalized calls, and events. This helps teams identify gaps, see how they perform relative to similar utilities, and target improvements across contact centers, billing, payment, and credit and collections.

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Error elimination

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Operational efficiency

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Cost reduction

Case Study

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Helping Central Hudson improve collections performance and customer engagement

This case study explains how E Source helped Central Hudson implement a multi-phase strategy focused on improving collections and customer engagement.

Read the Case Study
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Insights

More Insights
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Achievements in Customer and Employee Experience: 2025 honorees

Each year E Source celebrates utilities that are creating excellent experiences for their customers and providing a supportive and engaging workplace for their employees with the E Source Customer and Employee Experience Awards.
Read More
CSRs take calls at their computers

Repeat calls versus first-contact resolution

This piece was authored by Eryc Eyl. Eryc is a senior solution director at E Source, with more than a decade of experience helping utilities help their customers.
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Achievements in Customer and Employee Experience: 2024 honorees

Each year, we celebrate the great work utilities do to create excellent experiences for their customers and provide a supportive and engaging workplace for their employees with the E Source Achievements in Customer and Employee Experience.
Read More
More Insights

Drive operational excellence.

Connect with our team today to see how Customer Operations can help you reduce costs, eliminate transaction errors, and achieve measurable efficiency in your front- and back-office processes.