Seasonal Charges
What date do seasonal charges typically end?
March 31st
What time of year do we increase our focus on execution & communication to net the best possible results on surveys?
The 4th Quarter
In regards to site, what is needed in order for the customer to let us know that we can release it to construction?
Ready for service card
What is our company standard for maximum days to contact to a customer?
At least every 14 days
What are the top three customer pain points regarding service installation?
Explanation of cost, site condition, communication issues
What are some key requirements that need to be collected from a customer before releasing a job?
Signed documents, payment (if applicable), inspection, permits, easements, etc...
What is the governing body that is responsible for the regulation of Wisconsin public utilities?
The Wisconsin Public Service Commission (PSC)
Why is it important to get a Ready For Service card?
So the crew can install the services accurately and safely
Why is it important to have your calendar visible and up to date?
It allows for ease of collaboration with teams outside of your workgroup
What is the new online portal for reference that was built for Job Owners called?
The Job Owner Hub
Why do we charge for seasonal?
The cost associated with service work that takes place between December 1st and March 31st
What is the total number of low scoring surveys over the course of 2024?
24
What do we warn customers about spring installation?
Road weight restrictions, wet soil, inclement weather
How soon after the customer application is received should contact be made?
Maximum is 2 day, but contact as soon as possible
What needs to be done before you leave the office for an extended period of time?
Create OOO checklist, Set out of office on your phone and email, and ensure your backup is prepared while you are away
What should be communicated to customers about this time of year?
Clear timelines, cost explanations, painting the picture of construction, firm seasonal deadlines, etc...
What % of customers filled out the application themselves?
58.7%
What are the consequences if site is not ready when crew gets there?
Crew pulls off site
What tools do we use to ensure consistent communication to our customers?
Email templates and phone calls
What areas of the business need to have constant communication with each other
Operations, Customer Service, Scheduling
How long will it take me to get my refund back?
The company technically gets a year by the PSC
What is the slogan for the level of service we strive to provide?
The best customer care anywhere
What needs to be done in order to be site ready?
Path clear, final grade, electric inspection, signed documents, etc...
After the service has been energized, what action items do our job owners need to take?
Post construction call/send out thank you card
What are some news outlets that employees can sign up for to stay connected within We Energies?
The Scoop Blog – pricing/policy updates, Work Management News, Daily Energy News, CSO General