Chartwell, Inc.

Participating in Chartwell Benchmark Surveys is a great way for utilities to discover where they’re leading the pack, and where they can improve. The surveys provide utilities with relatable insights that help you understand your progress and allow you to improve initiatives effectively. Two members of the Electric Vehicle Council comment on their experiences, reflecting on the results of the EV Benchmark Survey: “Kudos for the opportunity to dig in and see how we compare! [Chartwell’s Electric Vehicle Benchmark Survey] was a great way to see how we stack up against similarly sized utilities.” - Bridgett Petzoldt, Product Manager, Alternative Energy Solutions - Omaha Public Power District “It was very helpful to see how we stack up compared to our peers. Some things we focus more on, other things less. So, it’s helpful to have that comparative directional scale.” - Jason Smith, Manager, Electric Vehicle Strategy - Salt River Project Explore Chartwell's open surveys at: https://lnkd.in/gZ7zXrxM Sarah McBride Casey C. Ben Murdock

Join us on April 30th at 2PM ET as we unveil the 2025 Best Practices Awards in Outage Communication, Operations, and Emergency Management! During this revelatory Chartwell webinar, we'll be joined by 2024 award-winning utilities who will share updates on machine learning for ETR accuracy and exceptional emergency response to a winter storm. Plus, get an exclusive sneak peek at #PowerUp Chartwell’s Outage Conference (Oct. 6–8 in Dallas, TX). Don’t miss this chance to connect and celebrate industry excellence! Register now: https://ow.ly/haln50VEGY4

🌟 Achieving Excellence in Customer Service🌟 Here's an inspiring success story from a mid-size southwest electric utility that has achieved a notably high first-call resolution (FCR) rate within its contact center. This remarkable feat is a testament to the dedication and hard work of their well-trained universal agents, as well as their commitment to ongoing measurement and improvement initiatives. 🔹 Well-Trained Universal Agents: The utility's contact center agents are equipped with comprehensive training that empowers them to handle a wide range of customer inquiries efficiently and effectively. This training ensures that agents can resolve issues on the first call, leading to higher customer satisfaction. 🔹 Ongoing Measurement and Improvement: FCR is a consistent work-in-progress for the utility. They diligently monitor individual interactions and overall monthly data to identify trends and opportunities for enhancement. This proactive approach allows them to continuously refine their processes and improve the customer experience. 🔹 Customer-Centric Approach: By focusing on individual interactions and broader data analysis, the utility can pinpoint areas for improvement and implement changes that have a meaningful impact on their customers' contact center experience. This success story highlights the importance of investing in agent training and maintaining a commitment to continuous improvement. It's a powerful reminder that achieving excellence in customer service is within reach with the right strategies and dedication. 👏 Kudos to the team for their outstanding achievement! Let's continue to strive for excellence and make every customer interaction count. Learn more about the Customer Experience council: chartwellinc.com/CX #CustomerService #FirstCallResolution #ContactCenter #CustomerExperience #UtilityIndustry #ContinuousImprovement #SuccessStory John Bord Heather Siebken Sarah McBride Dennis Goodman Anna Miller

Join us at Chartwell's #EMACS Conference, October 7-9 in Dallas, Texas, to explore the future of customer engagement. Don’t miss PG&E’s session on revolutionizing service with AI-powered voice assistance, replacing traditional IVR systems. Hear from Kristin Punter and Matt Vaccarezza as they share insights into implementation, key benefits, and lessons learned in enhancing customer interactions and operational efficiency. Discover how AI is transforming utility customer service. Register now and be part of this industry-shaping conversation. See you in Dallas! https://lnkd.in/gvRRBmhX

Next week's complimentary Chartwell #webinar: Managing Crisis at All Levels At a utility, crisis mitigation, preparation, response, and recovery require strong leadership and clear communication at every level. The Incident Command System (ICS) plays a vital role in ensuring coordination—but how can utilities define and optimize roles to improve success? Join Chartwell’s Russ Henderson for an engaging discussion with Resilience Executive Advisor and utility industry veteran, Carlos D. Torres, as they explore the power of well-structured leadership and the strategies utilities can implement for more effective crisis management. 📅 Date: April 24th 📍Register Here at No Cost: https://ow.ly/x7mY50VCsoR

📊 Understanding Business Customers: A Key to Success for Utilities Utilities must have a deep understanding of their business customers to effectively meet their needs. Chartwell's 2024 Business Customer Care Industry Survey reveals valuable insights through a new infographic, highlighting the importance of accurate #segmentation and clear #communication options tailored to business customer preferences. Insight Center subscribers can view the entire infographic in the Member Portal: https://ow.ly/2jTU50VAYY4 About the Business Customer Council: https://ow.ly/nwII50VAYY3 #BusinessCustomerCare #Utilities #CustomerInsights #Survey Jennie King John Bord Heather Siebken Anna Miller Sarah McBride

📢🌐 Outage Messaging and Language Access During the April meeting, attendees had the pleasure of hearing from Di Pinheiro Soares, Section Manager of Outage and Emergency Communications, and Genesis J., Product Analyst of Outage and Emergency Communications, from Con Edison. Your detailed presentations on how Con Edison manages outage communications and ensures language accessibility were enlightening and greatly appreciated. Representing Snohomish County PUD, we were honored to have Hunter Burchard, Emergency Management Program Manager. Lastly, from Énergie NB Power, we were joined by Lo André Sedji, Supervisor of Collections. Thank you once again to all of our guest speakers for sharing your knowledge and experiences! Learn more about the Council: chartwellinc.com/outage #OutageCommunications #LanguageAccess #Utility #CustomerEngagement Jennifer Gary Victor Fleites Sr. CBCP Ben Murdock Zach Logan Russ Henderson Steve Waters

You don't want to miss this great podcast episode featuring Chartwell's own Casey Collins!

💡 Consumers Want No-Fee Digital Payments, Utilities Aim to Deliver As consumers increasingly prefer fee-free digital transactions, Senior Consultant Vida Hotchkiss delves into the complexities surrounding credit card fees, digital wallets, and the funding challenges utilities face. Discover how utilities are navigating these hurdles to meet the growing demand for no-fee digital payments. About the Billing & Payment Council: chartwellinc.com/billing #DigitalPayments #Utilities #ConsumerTrends Heather Siebken Pat Ricks Anna Miller Zach Logan Casey C.

Calling all innovators and changemakers! Are you driving transformative initiatives in the energy and utility sector? We thought so. Chartwell's EMACS Best Practices Awards are your chance to showcase groundbreaking achievements in essential categories that make a difference: 🏆 Excellence in Billing & Payment Programs – Rewarding innovative approaches that simplify and enhance customer transactions. 🏆 Excellence in Customer Experience – Celebrating exceptional efforts that put customers at the heart of your operations. 🏆 Excellence in Digital Experience – Honoring advancements that redefine the digital landscape for customers. 🏆 Excellence in Marketing & Communications – Highlighting impactful campaigns that effectively connect and engage. 🏆 Excellence in Serving Vulnerable Customers – Recognizing programs that prioritize inclusivity and care for those who need it most. 🏆 Excellence in Serving Business Customers – Elevating initiatives that cater to the unique needs of business customers. 🏆 Excellence in Electric Vehicle Programs – Championing efforts that accelerate EV adoption and sustainability. 🏆 People’s Choice – Video – Show us your creativity and storytelling skills in action! This is your opportunity to gain recognition, celebrate innovation, and inspire others in the industry. 🏆Excellence in Customer Transformational Leadership - The highest Chartwell honor, recognizing a utility that has undertaken groundbreaking efforts to lead its customers and stakeholders toward the clean energy future and the individuals in executive leadership positions who are driving those initiatives. Applications are now open! Together, let’s celebrate success and set the bar for excellence: https://ow.ly/2JOy50VAUkZ