Case Study: Southwest Power Pool achieves 98% customer satisfaction and streamlined operations with Issuetrak

southwest power pool uses issuetrak to keep the lights on for 18 million

Southwest Power Pool (SPP) is a Regional Transmission Organization that manages electricity distribution across 14 states, serving 18 million customers with a 600‑person staff. Faced with heavy daily volumes of internal and external inquiries, SPP’s Customer Relations team found email and spreadsheet tracking unscalable and needed a web‑based, secure system to organize customer reports, financial disputes, and internal communications.

After issuing an RFP, SPP selected Issuetrak and worked with its Professional Services team to configure permissions, workflows, and forms; Issuetrak became their system of record for customer support, onboarding, and change management. The implementation streamlined processes, improved efficiency and security, and helped SPP maintain a 98% customer satisfaction average while delivering a cost‑effective solution.

Southwest Power Pool

Russell Quattlebaum

Director of Project Management and Customer Services