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.
Chartwell’s Mid-Year Utility Insights: Trends Shaping the Industry
Please join us for Chartwell’s round-up of recently published research and insights. This quarter we will feature FRESH research from Chartwell's Industry Billing Survey, along with a look at recen...
Beyond the Bench: Succession Planning and Workforce Continuity in Utility Resilience
As utilities face an aging workforce, evolving risks, and increasing operational complexity, succession planning has become a critical component of organizational resilience. In this webinar, busin...
EMACS Preview: Announcing Chartwell’s 2026 Best Practices Award Winners
Join Chartwell as we announce the winners of this year’s Best Practices Awards and preview this fall’s EMACS – The Customer Experience Conference in Atlanta, Georgia. Find out which U.S. and Canadi...
PG&E Effectively Elevates Small Business Customer Satisfaction
Through strategic campaigns and innovative marketing, Pacific Gas and Electric Company is intentionally striving to enhance its small business customer relationships. In 2023, the utility placed an emphasis on connecting with small businesses through its annual Optimal Rate campaign that saved their SMB customers $9.6 Million dollars. PG&E’s approach included expanded outreach efforts, multi-channel marketing strategies, and dedicated technologies. Attend this session to learn how PG&E’s campaign improved customer sentiment, bolstered savings for small businesses, and generated a notable uptick in customer satisfaction ratings. This effort earned Chartwell’s Gold Best Practices Award in the category of Serving Business Customer this year.
Speaker:
Alicia Romer, Sr. Manager, Small Business Engagement , Pacific Gas & Electric Company
With over 17 years of utility experience, Alicia Romer started her career as an SMB Account rep at PG&E. Since then, she’s held a variety of leadership roles- Fresno division, AG Supervisor, Institutional Supervisor and AG Manager. In 2020, she accepted her current role as the Sr. Manager of the Small Business Engagement team, leading a team of 20 dedicated reps serving the small business sector. She made the decision to change to the Small Business Sector when the pandemic started, as small businesses were struggling and wanted to make a difference to help in their recovery. Since then, PG&E has launched three no-cost solution programs to help their customers in the COVID-19 recovery process. In addition, the team is also responsible in conducting proactive outreaches to help their customers save (i.e. optimal rate, energy efficiency and budget billing campaigns). She is proud of what her team has accomplished over the last few years to help provide resources and innovative solutions to their SMB customer segment.
