Exelon Develops a Centralized Customer Self-Service Hub for Outage Events
Customers now expect a more effortless experience from all the companies they do business with, including their utility. While customers understand that power outages are inevitable, they expect a smooth self-service experience that allows them to access the information they need in an intuitive place and at a convenient time. To address this need, Exelon created an outage-focused self-service hub with all its resources in a single place.
Since its launch in 2022, Exelon has seen a significant increase in self-service adoption and transactions. This enhanced experience is part of Exelon’s Customer Flight Path, a strategic plan that drives the utility’s Customer Strategy. This project won Chartwell’s Bronze Best Practices Award in Outage Communications.
Kevetta Snow, Project Manager, Exelon
Kevetta Snow is a Certified Change and Project Management professional in the utility industry experienced in leading Transformational projects. She is currently serving as an Exelon Product Owner for the Outage Product which seeks to deliver world-class customer experiences by improving the customer’s outage experience. As Product Owner, she is executing the product roadmap, and prioritization of backlog items to support customer and business outcomes.