NPC Cuts Customer Servioce Lead Time from Four Months to Three Weeks
The Client
One of the Largest Power and Utility Companies in the United States
The Challenge
Reduce lead time customers faced when requesting disconnection and reconnection of electric and gas service a four-month wait that delayed construction schedules, frsustrated customers, and generated sustained escalation volume across the service delivery organization
How We Helped
- Analyzed the end-to-end disconnect and reconnect request process to identify where requests were queuing, which handoffs between departments created the longest delays, and where work was being re-touched rather than advanced.
- Designed and stood up a dedicated Express Connect team purpose-built to own these requests end to end, replacing a fragmented model in which requests competed for attention against unrelated priorities across multiple functions.
- Defined the operating model for new team roles and responsibilities, intake and triage criteria, escalation paths, and service level expectations so the team could execute consistently from launch rather than improvising process in flight.
- Established performance measurement and reporting on cycle time and throughout, giving leadership ongoing visibility iinto whether the improvement held request volume shifted..
The Results
Customer lead time for service disconnection and reconnection dropped from four months to three weeks, an 83 % reduction with a dedicated team structure and operating model in place to sustain the improvement beyond the engagement.
