PG&E’s Express Connections Team Racks Up Perfect Customer Scores

The PG&E team that helps homeowners with simple electric upgrades is earning high marks from customers.

More than 80% of customer surveys year to date through November gave PG&E’s Express Connections team perfect, 10-out-of-10 marks.

The surveys ask customers to rank new-business representatives in areas including:

·       Proactive communication

·       Setting expectations

·       Satisfaction with stages including application, design and construction

·       Overall job satisfaction

The consistent excellent customer ratings are no small feat given the sheer volume of jobs Express Connections handles.

Express Connections is part of PG&E’s Service Planning and Design team. Service Planning and Design serves PG&E customers who need new gas or electric service, or who want to upgrade or move their current service.

PG&E’s YourProjects application portal received nearly 70,000 new-service applications from January through October. Almost 43,000 of those applications, or roughly 61%, went to Express Connections. More complicated jobs, such as new-home subdivisions, commercial parks, EV charging stations and mixed-use projects, make up the rest.

“Our team works tenaciously and nimbly to serve the tens of thousands of new customers that come our way every year,” said PG&E Manager of Express Connections Tina Sterling. “I’m proud of how they show up every day to support our customers.”

Express Connections typically works with residential customers to upgrade their electric panel. Customers may need to upgrade their panel to add an accessory dwelling unit, rooftop solar or new electric appliances.

The goal is for the Express Connections process to take 66 days from start to finish.

“We’re built to be that simple-service, fast-flow team,” Sterling said.

Meeting that commitment requires excellent communication, proactive management and efficient tools.

Most importantly, it demands a personal touch.

“Beyond delivering through best practices for efficiency, our team also excels because at the end of the day, they care for their customers like family,” Sterling said.

Communication is a priority

For Stockton-based new-business rep Mark Bragg, customer care means “always being available.”

Bragg answers calls and emails as quickly as possible and provides customers with resources to ensure work is performed quickly and in compliance with the regulatory standards, utility tariffs and safety requirements that govern new-service connections.

Each job helps him learn something new—and help more customers in the future.

“I enjoy the work because every day is a little unpredictable,” he said. “We get such a wide range of scenarios in our day-to-day work. It keeps me on my toes and requires me to always seek out efficiencies and opportunities for continuous learning.”

New-business rep Travis Olson, also based in Stockton, said he focuses on being there when his customers need him.

“It’s really important to respond when you tell someone you will,” Olson said. “Customers want you to be direct. They want you to pick up your phone and answer their questions when they call. Almost daily, people tell me they’re so glad I answer my phone.”

‘They love that about us’

The Express Connections team also continuously looks ahead to stay on top of customer needs.

Its tools alert reps when a customer milestone is due in five to seven days, or if a customer hasn’t called to schedule important work.

“We follow up to make sure the customer doesn’t forget important steps or dates,” Sterling said. “Customers tell us they love that about us.”

Express Connections also constantly reviews PG&E’s handbooks, field documents and standards. It has a committee that meets monthly with Service Planning and Design’s new Customer Experience team to streamline applications and construction.

And the team plans ahead every four to six weeks based on performance and work volume. For example, if forecasts show a potential jump in applications, Express Connections will develop a plan to meet the surge.

An assist from the Lean Operating System

PG&E’s adoption of the Lean Operating System also has been key to Express Connections’ success. Lean is a business strategy to increase customer value by making processes more efficient.

Through daily, weekly and monthly operating reviews, Express Connections sees issues before they affect customers. That allows adjustments to keep business on track, or to let customers know ahead of time about issues that could affect their job.

Senior Business Analyst Alexander Aguilera’s detailed, 60-day forecast also lets new-business reps track the progress of their portfolios.

“The Lean process helps us keep up with our volume of work,” Sterling said. “We’re able to make sure no one is left behind and every customer is taken care of.”

A team effort

For Express Connections leaders and reps, taking care of each other is core to taking care of customers.

The team focuses on mentoring and training each other. They also step up when other regional teams need help meeting new or temporarily high workloads.

For Bragg, the reward of Express Connections’ efforts is simple.

“Seeing a job through to completion is the high point of every project for me, with the knowledge that I was able to provide a positive experience for my customers,” he said.