RMP here in Salt Lake just launched something called their "Key Account" program for large commercial customers. Basically assigns dedicated reps to accounts over 500kW demand. The interesting part is they're also giving consultants and auditors direct access to these reps for clients in the program. Has anyone seen similar programs at other utilities? Wondering if this is becoming a trend or if RMP is just trying something new.
Rocky Mountain Power's new "Key Account" program
Connie, Ameren Missouri has had something similar for a couple years now. They call it "Business Partner" program. Really makes a difference when you're working on complex accounts. The dedicated reps actually understand the technical side instead of just reading from scripts.
Entergy Louisiana started a pilot program like this last year in Baton Rouge. The key is they give you direct phone numbers and email addresses for the account reps. No more going through the main customer service line. Cut my average resolution time in half.
That's exactly what I was hoping to hear! The direct access is huge. Marie, did they require any kind of certification or qualification process to get into the program?
Not really. Just had to show we represent legitimate commercial accounts and provide references. I think they want to work with established consultants who won't waste their reps' time with basic questions.
PPL in Pennsylvania has been talking about launching something similar. The utilities are definitely realizing that working with qualified consultants actually saves them time in the long run. We do the legwork and present organized, specific questions instead of clients calling with general billing complaints.