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New Model Helps Utility Address Customer Service

Completed by Davey Resource Group
Vegetation Management
Electric IOU

EASTERN U.S. BASED UTILITY

Customer ticket program improvements leads to nearly 20% savings.

The Challenge

A prominent eastern U.S. based utility needed a solution to address customer services challenges and reactive work assignments costs.

The Solution

Davey Resource Group began with an assessment of the customer ticket process and designed a system to reduce costs without negatively impacting key performance indicators. They also examined the subjectivity of the planning team, which functioned as both assigner and contractor.

The Results

DRG was able to assign customer request ticket jobs only where work was actually required for safety and reliability– a reduction of 10%.
The DRG operational model proved to be more cost-effective, netting significant savings to the client’s program.

These two improvements combined resulted in savings of approximately 19.8% for the customer ticket program.