Utilities, just like any other business or organization, are subject to many different challenges. Whether it's damage due to a seasonal storm, ineffective communications or inefficient work plans, these challenges can and do filter down to your customers. More importantly, the manner in which these challenges are resolved can have lasting consequences on utilities' ability to operate and customers' perceptions of utility service.
Below is an example of how ACRT proactively worked with a utility to ensure the successful implementation of a new storm process. In doing so, ACRT helped increase its effectiveness and contributed to overall outage prevention and fire risk reduction.
I wanted to let you know how much we appreciate the dedication of all ACRT employees, especially from the SCUFs. With the implementation of a newly developed Storm Process in Si/Sac division, SCUFs have taken on additional responsibilities not only for their own employees, but also for coordinating and dispatching TT resources. Without any hesitation, I can say that Jim Erskine, Chris Schroeder, Richard Peabody and Jordan McKay have truly mastered this new challenge and supported each other in unprecedented ways. Again, your team is stepping up to the plate to ensure future outages and fire risks are being minimized. Thank you.
— Karsten Schulz, Pacific Gas & Electric
Sometimes the challenges don't come from the utilities themselves, but rather from those who receive their services. A statement from homeowners on the same system as above describes how ACRT supported its utility partners by communicating with customers on their behalf:
On November 18, 2011, your company scheduled preventative maintenance on trees at our home in Sonora, California. Windy City Tree Service and Alisha Lomeli of ACRT were there at 9:00 a.m. Alisha stayed all day until all trimming was complete and was very professional in explaining what was being done and what to expect. She and I have had contact since June 20, 2011, when these trimmings were deemed necessary. For five months, while waiting for studies and reports to be completed, Alisha kept me apprised that she was still looking into the matter and had not shelved the scheduled work. She is truly a professional with your clients as well as with her knowledge of the job. Her expertise with the flora is exceptional. ACRT is truly fortunate to have her and PG&E is lucky she has the tact and diplomacy to keep customers from complaining. We are pleased that this work has finally been done.
In the end, ACRT exists to serves utilities, but the benefits of that service extend much further — leading to strengthened customer relationships and a better public image.