20:33 | 13.09.2017
PG&E Takes Top Honors for Customer Initiatives and Programs in Chartwell’s Best Practice Awards

Pacific Gas and Electric Company (PG&E) took top honors in August in
Chartwell’s thirteenth annual Best
Practices Awards, receiving one gold award and two silvers. The
awards recognize excellence among energy companies for projects,
programs and service initiatives that fall into the categories of
Billing and Payment Programs, Communications, Customer Service, Outage
Communications and Program Marketing.

“We’re committed to providing our customers with excellent service, and
we’re always seeking new ways to streamline and improve their experience
with us,” said Laurie Giammona, Senior Vice President and Chief Customer
Officer at PG&E.

The honors PG&E received from Chartwell include awards in the Customer
Service, Outage Communications, and Program Marketing categories:
Gold Customer Service Award
PG&E remodeled the customer experience of its small and mid-size
business customers and streamlined ways for this segment to
connect with the energy company. PG&E was able to implement
hundreds of new energy efficiency projects, so that customers
could reap the benefits of having a sustainable business, reduced
carbon footprint, and lower monthly electricity bills. As a
result, 124,142,197 kilowatt hours were saved through energy
efficiency projects. This is the equivalent of saving the State of
California over 150,000 metric tons of CO2 emissions, powering
over 15,000 homes or removing 30,000 vehicles from our roads for a
Silver Outage Communications Award
PG&E used big data analytics to validate customer feedback and
improve the outage notification experience. As a result, PG&E saw
a 22% improvement in customers receiving outage notifications by
July 2017 and the time it takes customers to receive notifications
has been shortened by more than 20%, increasing the number of
customers receiving notifications.
Silver Program Marketing Award
PG&E used customer insights to determine an innovative way to
expand the already successful Peak Day Pricing Enhanced Event
Season Support by adding Enhanced SMS/Text Alerts. The campaign
resulted in a growth rate of nearly 500% for businesses receiving
text alerts about Peak Day Pricing Event Days.

PG&E will be recognized at the EMACS – The Customer Experience
Conference in Phoenix this October.
About PG&E
Pacific Gas and Electric Company, a subsidiary of PG&E
Corporation (NYSE:PCG), is one of the largest combined natural gas
and electric energy companies in the United States. Based in San
Francisco, with more than 20,000 employees, the company delivers some of
the nation’s cleanest energy to nearly 16 million people in Northern and
Central California. For more information, visit
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