Chartwell can help you accomplish your goals. Our wide range of services ensures our members have access to objective insights and strategies to make smart and timely business decisions.
From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink traditional credit and collections approaches. This session explores data-driven segmentation, proactive customer engagement, payment pla...
How DTE Reduced Weather-Driven Call Volume with BillWise AI
(Complimentary Webinar) Join DTE and Convey partnered with Chartwell as they share how BillWise AI helped proactively address weather-driven bill fluctuations, deflect avoidable calls, and support ...
Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
MiMove Significantly Advances Customers’ Online Digital Experience
After determining start and transfer of service requests were among the top three most fielded daily interactions handled within its contact centers, Tampa Electric and Peoples Gas launched MiMove in 2025. The self-service and agent-facing move-in application offers customers 24/7 access to start and transfer electric and gas services. MiMove has enabled customers to fully self-serve on these requests and since launch, the 53% engagement rate has surpassed project goals. This has enabled a reduction in call volume, improved contact center service levels, and strengthened customer and representative experience.
Rachel Roman brings over four decades of leadership in customer experience, training, and operational excellence within the utility industry. Currently Manager of CE Transformation & Compliance at Tampa Electric and Peoples Gas, she has led enterprise-wide initiatives in process transformation. Rachel’s career spans roles in training, revenue recovery, quality assurance, business systems, productivity and consistently driving innovation and service improvement. Tampa Electric serves about 860,000 customers across a 2,000 square-mile territory in West Central Florida. Peoples Gas serves more than 500,000 customers throughout the state of Florida.
