Business Case Analysis for Water Utilities to Strategize & Achieve Grid Modernization

Business Case Analysis for Water Utilities to Strategize & Achieve Grid Modernization

State of the water industry Water utilities are struggling to meet the demands of outdated infrastructure, changing workforce makeup, and the overall need to address inefficiencies in sourcing water. On the macro-level, population migration in suburbs and cities, reliability of water resources, rising customer expectations for real-time information, and increasing interest in water...

Read More
How to Use Multi-Use Networks to Achieve Smart Cities & Water Infrastructure Improvements

How to Use Multi-Use Networks to Achieve Smart Cities & Water Infrastructure Improvements

West Monroe has been promoting the use of multi-use networks to achieve Smart City benefits. Both at the American Water Works Association Illinois chapter meeting, and the most recent M-WERC Smart Cities Technology event in Milwaukee, audiences expressed great interest in learning more. While many Smart City initiatives are underway, West Monroe believes that for Smart City initiatives to be...

Read More
Breaking Down and Generating Accurate Customer Service Time

Breaking Down and Generating Accurate Customer Service Time

With increasing competition from online retailers and delivery services, many brick and mortar retailers are facing challenges growing the physical and store portion of their business. Their challenges include: Limited merchandise Convenience of having product delivered Lower prices available online In order to maximize value from stores, retailers need to focus on customer service.…

Read More

Performance Services: A combined distributed and centralized service desk can lead to better customer service

Businesses choose to outsource IT services for many reasons that range from quality to cost to focus.   The Performance Services (“managed services”) team at West Monroe Partners helps clients by outsourcing applications and infrastructure management.   A key component of our offering is our Service Desk which is our face to our client’s employees and in some cases, our client’s...

Read More

Leveraging the Solar Explosion to Deliver Compelling Customer Service

2014 was a historic year for the deployment of solar in the U.S. Specifically, 22% more solar capacity was installed last year than in 2008. Nationally, cost reductions are expected to drive more than 3x growth in solar deployments between now and 2017. In 2013, the price of solar systems dropped nearly 15% and the number of installations increased by almost 20%.…

Read More

Being More “Customer-Focused” Doesn’t Always Mean “More Expensive”

Despite an organization’s best intentions, there are thousands, if not millions, of cases where a company’s overall operation, specific line of business, or even a particular product is ineffective because it has lost touch with the expectations and needs of the customer.  In my experience working in the financial services industry, banks are often especially guilty of missing the boat on...

Read More

“Insuring” a Positive Customer Experience in Your Claims Center

Like any other industry, technology is forcing insurance companies to change the way they do business. Specifically, it’s widely accepted that direct sales, via the internet and other mobile avenues, are diminishing the value of the agent distribution model.  A McKinsey report cited that in 2003, local insurance agents wrote 80% of new Private Passenger Autos (PPA), decreasing to 63% in...

Read More

5 Best Practices for Your Service Cloud Implementation

Now that Dreamforce ’14 is officially over (and looking forward to Dreamforce ’15), we can begin to digest the copious amounts of new features, roadmaps, and best practices. One of the key themes prevalent throughout the week was the focus on providing a world-class customer experience through an efficient and engaging customer service function.…

Read More

Why are Utilities Surprised When Customer Service Becomes a Crisis?

As with any customer-facing organization, water utilities experience their share of customer dissatisfaction. In most cases, trained staff using established procedures can handle the normal volume of complaints. However, these coping mechanisms fail when the level of dissatisfaction spirals and grows louder – loud enough to produce serious political, media, and community...

Read More

Importance of “Hard Benefits” in AMI Business Cases

Advanced Metering Infrastructure (AMI) technology offers a multitude of new functionality for electric utilities and their customers.  Operational benefits for the utility include over-the-air meter reading, remote connect/disconnect, real-time outage detection and many others.  From a customer perspective, the benefits most often cited are the ability to take advantage of time-of-use...

Read More
Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
Show Buttons
Share On Facebook
Share On Twitter
Share on LinkedIn
Hide Buttons