Faster, simpler, and more personalized customer communications
Glendale Water & Power (GWP) noticed customer satisfaction scores trending lower. GWP engaged West Monroe to obtain an objective, “outside-in” perspective to identify efficiencies in their customer service department, and ultimately, the root cause for their lower customer satisfaction scores.
GWP’s goal was to develop a results-based organization with clear accountability to improve and sustain their reputable level of customer service.
Completing an all-encompassing assessment of customer services operations
West Monroe’s approach was simple, yet effective: assess all groups within GWP’s customer services operations (from contact and payment center operations to administrative services) through the lenses of strategy, people, process, and technology.
The goal was to identify and remediate pain points, increase accountability, and enhance existing business processes.
West Monroe leveraged proprietary tools to complete this assessment with a tailored maturity model, detailed customer service benchmarks, and business process reviews to prepare an implementation roadmap.
An effective customer service strategy
GWP is now well-equipped with an overarching customer service strategy to address employee development, customer satisfaction, and technology inefficiencies. Moving forward, GWP will be able to more effectively allocate resources and make proactive management decisions to sustain a higher level of efficiency and mitigate customer service related issues.