Utilities Industry
Customer Experience and Service Delivery
A national utility distributor sought to strengthen its customer experience and service delivery model to improve operational performance and customer outcomes.
The Challenge
A national utility distributor needed to strengthen its customer experience and service delivery model to improve operational performance and customer outcomes.
Leadership sought to:
Improve key service metrics, including Average Handle Time and Net Promoter Score
Increase consistency in frontline coaching and leadership routines
Strengthen performance visibility across teams
Drive sustained adoption of service excellence practices
Although internal efforts were underway, the organization required additional structure, enablement, and reinforcement to create long-term, scalable impact.
The Strategy
Rather than focus on isolated training initiatives, the organization partnered with Northridge to design a structured, multi-year transformation roadmap centered on customer experience performance.
The strategy focused on:
Redesigning coaching frameworks and leadership cadences
Aligning service delivery practices to measurable operational outcomes
Modernizing training content to reinforce frontline readiness
Establishing structured reinforcement and mentorship cycles
Building a sustainable enablement model to support adoption over time
The Execution
Northridge partnered with leadership and operational stakeholders to implement a structured CX enablement approach.
The engagement included:
Revamping coaching strategies and leadership routines to improve consistency
Modernizing service training content to support practical application
Implementing a structured three-month mentorship and reinforcement cycle
Establishing performance tracking mechanisms to increase transparency
Supporting leaders with change enablement guidance to reinforce adoption
The Impact
The transformation positioned the organization to:
Improve operational efficiency and call handling performance
Strengthen leadership coaching effectiveness
Increase consistency in service delivery practices
Improve customer satisfaction and frontline engagement
Deliver measurable improvements in performance and return on investment
No invented numbers. No new outcomes. Just aligned and elevated.
experience + excellence
Ready to Take the Next Step in Your Transformation?
Sustainable service performance requires structured coaching, aligned leadership routines, and disciplined execution across teams. Let’s build a roadmap that strengthens customer experience and operational performance.
