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