Case Study: Philadelphia Gas Works achieves streamlined queue management, digital signage and full CRM capabilities with Q-nomy

Philadelphia Gas Works - Customer Case Study

Philadelphia Gas Works (PGW), the largest municipally owned natural gas utility in the U.S. serving over 500,000 customers, operates six customer service centers where residents open/close accounts and manage services. PGW initially sought a simple queue management system but needed a broader solution to streamline in-branch flow and communicate safety, pricing and service information effectively.

Q-nomy implemented its Q-Flow system: a straightforward ticket-based queuing setup, integrated digital signage that combines queue directions with advertising/content, and reporting tools to monitor center performance. PGW adopted Q-nomy’s content and advertising services, then expanded to Q-Flow Case Management, trained staff to document interactions, and relaunched the platform as a full CRM—improving service visibility and in-branch communications.

Philadelphia Gas Works