New Model Helps Utility Address Customer Service

EASTERN U.S. BASED UTILITY

Customer ticket program improvements leads to nearly 20% savings.

The Challenge

A prominent eastern U.S. based utility needed a solution to address customer services challenges and reactive work assignments costs.

The Solution

Davey Resource Group began with an assessment of the customer ticket process and designed a system to reduce costs without negatively impacting key performance indicators. They also examined the subjectivity of the planning team, which functioned as both assigner and contractor.

The Results

  • DRG was able to assign customer request ticket jobs only where work was actually required for safety and reliability– a reduction of 10%.
  • The DRG operational model proved to be more cost effective, netting significant savings to the client’s program.

These two improvements combined resulted in savings of approximately 19.8% for the customer ticket program.

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