Self-Service – Best Practices Awards – 2018 Winners and Finalists – Case Studies

The original awards of their kind for utilities, Chartwell’s Best Practices Awards recognize excellence among electric and gas utilities with respect to projects, programs and service initiatives. Each year, Chartwell honors utilities for their initiatives aimed at improving the customer experience, communications and awareness.

In this report, we have compiled case studies on the 2018 winners and finalists in the Self-Service category: 

• Gold: ComEd – Mobile app redesign
• Silver: Hydro One – IVR redesign
• Bronze: LG&E and KU – Payment time extension IVR automation