Best Practices – Customer Service – Improving the Small and Mid-size Customer Experience – PG&E – 2018

PG&E’s Business Energy Solutions Organization is responsible for managing relationships with its small, medium and large business customers. To deliver a comprehensive approach to meet its customers’ needs, the team redesigned its customer service to better support its micro, small and mid-size businesses — a segment that comprises 97% of its commercial customer base. Through outreach and digital strategy transformation, the utility has expanded its reach and streamlined ways for small and mid-sized business customers to connect with PG&E, which took home Chartwell’s 2017 Gold Award in Customer Service for its efforts.