Case Study: Puget Sound Energy improves customer experience with PA Consulting

Starting a revolution to improve every aspect of customer experience

Puget Sound Energy (PSE), a major US utility in the northwest, wanted to dramatically improve customer experience by reducing the 4 million annual customer calls it received from its 1.4 million customers. PSE partnered with PA Consulting to develop its Get to Zero Program, aiming to prevent problems before they happen, expand self-service options, and resolve issues more efficiently when customers do need support.

PA Consulting worked with PSE and a vendor team to create a five-year roadmap covering investment, activity, sourcing, governance, and capability building. The program included self-service transformation, new data analytics, and improved field staff scheduling and customer interaction processes. As a result, PSE is now undertaking one of the largest and most complex transformations ever launched by a US utility, with PA Consulting helping make it a reality.

Puget Sound Energy

Josh Jacobs

Get To Zero, Director