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.
San Diego Gas & Electric's top priority is the safety of customers, employees, and the communities they serve. Over the past decade, they have prioritized investments in mitigation measures to prev...
Crisis Management Mastery: Assessment and Escalating Emergency Response
(Complimentary Webinar) With utilities facing an ever-increasing array of potential disruptions - from wildfires and massive storms to cybersecurity threats - the ability to quickly and effectively...
Award-Winning Storm Communications Enhancements in Nova Scotia
Nova Scotia has seen a 54% increase in hours of wind gusts over 80 km/h, raising the risk of fallen trees and branches causing power outages. Customer surveys revealed decreasing satisfaction durin...
Consumers Energy Equitably Restructures Card Payments
Consumers Energy implemented a per-transaction card fee in October 2023 for customers making credit or debit card payments. The decision was driven by the intent to provide a fair cost distribution between residential and non-residential customers choosing to pay via card versus fee-free payments. Join this session to learn how Consumers Energy has achieved significant cost savings and removed fee-based cost burdens from low and moderate-income customers. Additionally, through proactive communications, Consumers Energy has successfully converted 70% of customers from autopay via card to checking or savings account. According to Consumers Energy, the utility’s efforts have not adversely impacted arrears, write-offs, or the overall customer experience and has generated zero customer complaints. This effort earned Chartwell’s Gold Best Practices Award in the category of Billing and Payment Programs this year.
Speaker:
Brian Lewis, Executive Director of Customer Operations, Consumers Energy
Brian leads Customer Operations within Customer Experience and Technology. In this role he supports customer experience delivery within our contact centers, complaints resolution team, and direct payment offices. He also owns most of the meter to cash processing, revenue operations, energy assistance and our digital channels. Prior to joining CMS Energy, Brian spent twelve years in various customer experience and operations positions at Meijer, Blue Cross Blue Shield of Michigan, and The Auto Club Group (AAA). Brian holds a BS from Central Michigan University in Business with a Service Sector concentration. He also served as Combat Medical Specialist and Medical Laboratory Specialist in the US Army. After growing up in southeast Michigan, he now calls Rockford, in West Michigan, home along with his wife and two children. He has a passion for ensuring that both customers and coworkers are represented and cared for.
