Account Reviews Build Relational Bridge to Business Customers
Chartwell’s Business Customer Leadership Council hosted a number of discussions in 2025 and early 2026 on the topic of account reviews, with each utility sharing differing perspectives and strategies on how to best connect with their unique business customer base. This report, which includes insights and examples from JEA, Omaha Public Power District, PSEG Long Island, and Salt River Project, demonstrates that there is no one way to conduct account reviews.
Through the provision of key data ranging from billing and payment history to time series-based energy usage and power reliability metrics, account reviews allow utilities to help key account customers minimize expenses while maximizing energy value. Business customers also appreciate the opportunity to better understand or learn about utility-delivered programs and services. And account reviews allow customers to see the utility’s larger reliability picture. All businesses, including small and mid-sized business (SMB) customers, appreciate receiving annual summary information to bolster their energy understanding and planning.
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