Sendero's CS Week College Course on Mobile Solutions a Big Success

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Sendero used their expertise in customer experience and mobile solutions to help utilities identify ways to improve the way they interact with their customers.

Sendero plays a key role in assisting us in making these offering to enhance the customer experience

Sendero Business Services, L.P., a management consulting firm, taught an eight hour CS Week College Course titled “The Mobile Customer: Developing a Strategy, Delivering Solutions, Continuously Improving” at CS Week in Tampa, Florida on Monday, April 29, 2013. Every year CS Week, an annual conference for electric, gas and water/wastewater utilities focused on customer engagement, hosts CS Week College where experts from across the industry teach courses focused on relevant strategies and systems to enhance efforts at attending utilities.

The Mobile Customer course utilized a combination of case studies, relevant experience, and best practices to outline the benefits of adopting a mobile friendly approach when it comes to communicating with their customers. The course focused on first addressing the overall Customer Experience and how mobile solutions fit into a broader Customer Experience strategy. Additionally, Sendero walked participants through the process of identifying and initiating mobile solution projects as well as gaining organizational support to ensure success of the project both before and after deployment. A key component of the course was the distribution of a participant workbook to help students map out a strategy to start making change immediately.

The Mobile Customer course was sponsored by Dallas-based Oncor, Texas’ largest electric transmission and distribution company and a client of Sendero. “Oncor has one of the broadest customer communication and electronic information offerings in the industry, including outage maps, internet resources, texting and social media. We want to be able to communicate to the customers the information they want in a timely manner and in the channel they want to use. Sendero plays a key role in assisting us in making these offerings to enhance the customer experience,” said Joel Austin, VP and CIO of Oncor.

With over 30 participants, representing over 20 utilities from across the United States in attendance, the Mobile Customer course was the highest attended course at this year’s CS Week College. Such record attendance is further proof that there is a need for a coherent strategy and approach for utilities and companies to meet the needs of the mobile customer.

While Sendero has served as presenters at past CS Week conferences, this year marked Sendero’s first appearance at CS Week College.

About Sendero:

Dallas-based Sendero Business Services is a strategic business partner to companies, ranging in size from start-up to Fortune 500 corporations, seeking to better their business processes, maximize productivity, and gain a clear path to success in an increasingly complex marketplace. With a full suite of strategy and business management, human performance, and technology consulting services, Sendero leverages industry best practices to create innovative, effective, and impactful results for clients. For more information, visit http://www.senderocorp.com.

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Elyse Murphy
elyse.murphy@senderocorp.com
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