PNM Increases CSAT with Upgraded New Service Application Process


2021 Chartwell Gold Award Winner, Digital Experience


 

After identifying the New Service Delivery Application Process as a pain point for both customers and employees through a holistic, 360-degree research plan, PNM’s New Service Delivery Team updated and optimized its residential new construction and service upgrade application processes in 2020. The start-to-finish program, developed in partnership with Clean Power Research, includes visual workflows, 24/7 online access, automated communications, and standard processing of all applications. PNM utilized creative employee engagement techniques and continuous communication to increase employee buy-in and ownership. Within six months of the project’s launch, PNM saw significant increases in customer satisfaction related to service installations and upgrades.

 


Speakers:

Ryan Saiz-Buchanan

Technical Program Manager, Customer Interconnection Department, PNM
Ryan graduated from Embry-Riddle Aeronautical University in 2005 with a BS in Engineering Physics. From 2005-2015 he worked at the Emcore Corporation as a Program Engineer and was responsible for the design, fabrication, and testing of solar arrays for satellites. Some of his accolades include the LADEE Mission (Lunar and Dust Environment Explorer), the InSight Mars Lander (Interior Exploration using Seismic Investigations, Geodesy and Heat Transport) and several CRS (Commercial Resupply Service) satellites. From 2015-2020, Ryan worked at Wegmann Automotive as a Project Manager responsible for the installation of automation at automotive manufacturing facilities. During his tenure, he led the installation of 8 automated wheel weight application systems in high volume automotive manufacturing plants. In July of 2020, Ryan accepted the Technical Program Manager position at PNM. One of his key responsibilities include the implementation of the PowerClerk New Service Delivery Program which deployed in January of 2021.
 
 

Alissa Tambone

Manager of Customer Insights and Research, PNM
Alissa has 18 years of experience in consulting, strategic planning, project management, predictive modeling, and research solutions, including process efficiencies, design thinking, qualitative and quantitative research methodologies. She has extensive experience managing people and research projects in both agency and in-house solutions in industries including Department of Education, Department of Transportation, higher academics, consumer packaged goods, animal behavioral sciences, automotive, banking, financial, and utilities, as well as serving as Senior Consultant and lead of custom research solutions for E Source for utilities across North America. Her research includes an innovative mixed methodology approach to answering the critical questions necessary for project success that combines the data facts with the story of the customer journey to clearly address the most effective path forward in strategic organizational improvements.