Customer Systems Improvement

Improve performance in customer-facing and support operations. Customer Systems Improvement 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.

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

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.

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.

Error elimination

Operational efficiency

Cost reduction

Case Study

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

Person using a calculator while holding receipts, with papers and a cup on a table.

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Insights

CIS transformation and automated performance testing with the City of Roseville

Standout CIS transformations start with clarity, not just technology

A customer information system (CIS) transformation is never just a technology project. It influences vast and varied utility domains, from billing and payments to field work, digital self-service, employee workflows, vendor coordination, and data quality.

How are utilities staffing and operating contact centers?

Shoring up a CX bulwark: How E Source helped Central Hudson’s contact center thrive

For utilities working to improve their customer experience, it is easy to focus first on digital channels. Mobile apps, online accounts, alerts, and self-service tools all matter for their cost-saving, real-time appeal.

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.

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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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.