Eastern U.S. Based Utility
Customer ticket program improvements leads to nearly 20% savings.
A prominent eastern U.S. based utility needed a solution to address customer services challenges and reactive work assignments costs.
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.
- 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.