Duke Energy’s SMB Service Journey Refocuses its Business Model

For the past eight years, Duke Energy has been focused on building a service experience targeted to the needs of Small and Medium Business (SMB) customers. Duke developed a new community model focused on customer experience and ease of business within four distinct sectors. The directive was to identify pain points from a customer perspective and structure solutions and initiatives that would eliminate those issues. There have been lessons learned, adjustments, and growing pains along the way, but significant success has been attained with more improvements planned. Their new Business Services Center model and key learnings may help other utility providers on their own SMB journeys.


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business customer care customer communications customer experience Small and Medium Business Customers small business customer