Case Studies

A Case for Change: Improving customer experience for key accounts

Key accounts are a utility’s largest, most strategic customers and major contributors to revenue and load.  This MASTIO Consulting white paper puts forth a case for improving customer experience for key accounts.  It is based on the author’s experience leading transformation initiatives at a large electric utility, including a key account management transformation that increased customer experience, load, and revenues and provided thousands of new jobs and billions in capital investment to the state and local economy.