The Customer

The leading national integrated power company in the U.S., built on the strength of the nation's largest and most diverse competitive electric generation portfolio and leading retail electricity platform.

The Challenge

Review, rationalize, and harmonize customer-facing processes across our customers multiple B2B products and brands with and focus on maximizing customer experience and capitalizing on cost optimization opportunities.

The Solution

• Create customer experience strategy and with customer facing processes
• Form collaborative SME team to identify & prioritize process improvement opportunities
• Design future state processes and implementation roadmap
  
  

The Results

• Designed future-state processes to meet demands of new go-to-market products
• Identified gaps in current org, compensation, branding, and back-office processes
• Developed holistic implementation plan for process rollout and adoption