Case Study
Arizona Public Service (APS)
The Challenge
Arizona Public Service (APS) Customer Construction Team faced a critical issue: despite their efforts, customers felt unheard and underserved. As the largest electric utility in Arizona, the team was determined to put customers first, but it was clear they needed a coordinated approach to meet and exceed customer expectations consistently.
The Solution
APS enlisted our expertise to create a customer-centered path forward. We began by tuning into the voice of the customer, segmenting needs, and identifying the primary question on their minds: “When will I get power, and will it be on time?” We worked with APS’s internal teams, uncovering overlapping processes, redundancies, and communication gaps that stretched their promised 16-week timeline to a reality of 20-30 weeks.
The Results
With a streamlined, customer-focused approach, we reimagined the power delivery process. By cutting out inefficiencies and enhancing communication, we established a future-state timeline of just four weeks—transforming APS’s operations and rekindling customer trust. APS now shines as a model of customer-centric service, delivering on promises with precision and care.
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