Case Study: Centrali improves customer experience and utility program participation with E Source

Centrali builds a 3-year customer experience roadmap with E Source

Centrali, a Canadian utility, faced a significant public outcry and high call center volumes due to unexpected electricity bill spikes during a harsh winter. Concurrently, its residential and commercial energy efficiency programs were experiencing stagnating growth and low participation. The utility engaged E Source to address these customer engagement and program adoption challenges.

E Source implemented a customer-first approach, conducting voice of customer research and journey mapping workshops to co-create solutions. This process identified key customer experience gaps and led to the development of a strategic roadmap with prioritized initiatives. The solution included creating a centralized hub of heating resources, improving call center training, and enhancing communication for program participants. E Source helped Centrali make these impactful changes without a major systems overhaul, improving program awareness and customer loyalty.

Centrali