Customer Experience – Improving the Onboarding Process with Journey Mapping – Southern Gas Company – Spotlight – 2018

In 2015, Southern Company Gas dedicated its efforts to pursue customer journey mapping and understand the onboarding experience from the customer perspective. The company’s efforts captured pain points and customer emotions, and helped identify gaps between its customer experience strategy and the reality of the customer journey. In its first major project since the journey mapping efforts began, Southern Company Gas saw an increase in online natural gas conversions and a decrease in call volume.