PNM Increases CSAT with Upgraded New Service Application Process
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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.
Ryan Saiz-Buchanan, Technical Program Manager, Customer Interconnection Department, PNM
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