CLIENT
ENGAGEMENT
SPOTLIGHT
How we helped a regional utility company develop a strategy to compete in the Municipal market
CLIENT CHALLENGE
Client believed there was an opportunity in the Municipal market for non-kWh products and services but was lacking a strategy to compete and win new business
- Municipal customer market penetration for non-kWh services was lower than expected
- Go-to-market sales model created duplication of effort and was not aligned with customer buying preferences
OUR APPROACH
Deepened understanding of Municipal market segment and identified opportunities to improve customer Engagement Model, Products & Solutions and Market Intelligence
- Conducted secondary research and data gathering including competitors, peers and industry data sources
- Performed evaluation of current Customer Satisfaction (NPS)
- Completed baseline analysis to assess current situation, including current penetration rates by product, by geographic area and customer type
- Designed and facilitated internal discovery workshops and one-on-one interviews with key stakeholders to identify pain points and opportunities to improve
- Aligned findings with other key initiatives to better leverage