Otter Tail Power Company

The challenge

Uncover and recommend improvements to Otter Tail Power’s customer experience

As an electricity provider serving residential, commercial, and industrial customers over a three-state area, Otter Tail Power (OTP) manages a large and diverse group of rural customers. With a new focus on building a stronger customer experience practice, OTP realized that they needed a strong understanding of their customers’ current experience. This includes online and offline touchpoints, from new enrollments, power outages, and paying bills to customer service calls and more.

What we did

• Conducted employee interviews to gather an understanding of existing touchpoints and perceived customer challenges and opportunities
• Conducted customer interviews to gather “voice of customer” feedback and insights
• Developed customer personas and journey maps for baseline understanding of the current state
• Created, sized, and prioritized high-level recommendations to address pain points