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Summary

System growth and sustainability in Saint Paul has been built around commitment to the customer experience. This presentation detailed the customer care approach developed nearly 40 years ago to begin service in this community and how that approach has changed to compete in the market and adapt to changing technology and customer expectations. In today's market, the customer is demanding more transparency, more data, more innovation, more customized solutions, and more renewable options. The expectation is that this can be delivered without sacrificing reliability or paying more. This presentation explored strategies pursued by District Energy to deliver on these customer expectations and why "how" you approach the work can make all the difference in securing customers and upholding customer loyalty and market share. Results from recent customer service initiatives were shared, along with lessons learned from sales and education strategies, and plans for future improvements and tracking mechanisms.

Track 5A: Communities & Customers as Partners

Speakers

Steve Rambeck, Ever-Green Energy
Jenae Batt, Ever-Green Energy