PNM Increases CSAT with Upgraded New-Service Application Process

After identifying the New Service Delivery (NSD) Application Process as a pain point for both customers and employees, Public Service Company of New Mexico (PNM) updated and optimized both its new construction and its service upgrade application processes for residential customers in 2020. The program, developed in partnership with Clean Power Research, includes visual workflows, 24/7 online access, automated communications, and standardized processing for all applications. Within six months of the project’s launch, PNM saw significant increases in customer satisfaction related to service installations and upgrades.


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