The client is a multistate regional utility holding company, made up of seven separately branded utilities throughout the Midwest.
One of the priority initiatives for the client is their Customer Service 2022 (CS2022) program, which seeks to drive improvement and standardization of digital customer services provided across all seven utilities. A mobile app project, Customer Mobility is building a platform that will enable utility customers to use their mobile device to pay their bills, report outages and receive alerts related to their energy accounts.
Baker Tilly Digital has been engaged at the client company since 2010, serving as a valued business advisor, providing a variety of business readiness, project and change management. Specifically related to CS2022 and the Customer Mobility project, Baker Tilly Digital has provided support as the organization prepared for the change of introducing new customer digital channels, including customer-facing mobile apps and a web-based virtual assistant chat.
As part of our change management support, Baker Tilly Digital helped the client create a comprehensive change management strategy to implement and operate a new digital channel. The strategy included:
Through Baker Tilly Digital’s change management support, the client has achieved: