Case Study: Otter Tail Power Company improves customer experience with Clockwork

Otter Tail Power Company builds a customer experience roadmap with Clockwork

Otter Tail Power Company, a rural electricity provider, sought to improve its customer experience across its diverse service area. They engaged Clockwork to uncover and recommend improvements to their end-to-end customer journey, which included numerous online and offline touchpoints from enrollment to billing and service calls.

Clockwork conducted interviews with both employees and customers to gather insights, which were used to develop customer personas and journey maps. This process established a shared internal understanding of Otter Tail Power's audiences and their interactions. The vendor then created a strategic roadmap that identified and prioritized key areas for improvement, providing the utility company with a clear plan to enhance its customer experience.

Otter Tail Power Company