{"id":3104,"date":"2022-07-28T15:28:31","date_gmt":"2022-07-28T15:28:31","guid":{"rendered":"https:\/\/www.clockwork.com\/?post_type=work&#038;p=3104"},"modified":"2026-01-26T19:08:32","modified_gmt":"2026-01-26T19:08:32","slug":"otter-tail-power-company","status":"publish","type":"work","link":"https:\/\/www.clockwork.com\/work\/otter-tail-power-company\/","title":{"rendered":"Otter Tail Power Company"},"content":{"rendered":"\n<div class=\"work-post-banner\">\n    <div class=\"top-banner\"  style=\"background-color: #161616;\" >\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-1\">\n\n                      <div class=\"logo\">\n              <img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2022\/08\/client-logo_ottertailpower.png\" alt=\"A white blank square with the precision of clockwork, revealing no visible content or graphic elements.\">\n            <\/div>\n          \n                      <p>Developing a rich understanding of the end-to-end customer journey for a rural utility company.<\/p>\n                  <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n  <div class=\"client-info\">\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <div class=\"banner-box-content\"  style=\"background-color: #5cb85c\" >\n              <ul>\n                                    <li  style=\"border-bottom-color: #000000;\" >\n                      <p  style=\"color:#000000\" ><span>Client<\/span><\/p>\n                                          <p  style=\"color:#000000\" >Otter Tail Power Company<\/p>\n                    <\/li>\n                                    <li  style=\"border-bottom-color: #000000;\" >\n                      <p  style=\"color:#000000\" ><span>Project Type<\/span><\/p>\n                                          <p  style=\"color:#000000\" >Customer Experience Transformation<\/p>\n                    <\/li>\n                                    <li  style=\"border-bottom-color: #000000;\" >\n                      <p  style=\"color:#000000\" ><span>Industry<\/span><\/p>\n                                          <p  style=\"color:#000000\" >Energy<\/p>\n                    <\/li>\n                              <\/ul>\n\n\n            <\/div>\n                  <\/div>\n        <div class=\"flex-7\">\n          <div class=\"client-banner-img wow fadeInUp\">\n            \n              <img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2022\/07\/our-work_feature_otter-tail-power.jpg\" alt=\"A man in a plaid shirt stands like clockwork, feeding a group of sheep near a wooden structure in a fenced area. The ground is blanketed with straw, while trees adorned with autumn foliage create a picturesque backdrop.\" role=\"img\">\n                      <\/div>\n                  <\/div>\n\n      <\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"singlepost-bannerin\">\n    <div class=\"new-container\">\n\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>The challenge<\/h3>\n                  <\/div>\n\n        <div class=\"flex-7\">\n                      <h4>Uncover and recommend improvements to Otter Tail Power&#8217;s customer experience<\/h4>\n          \n                      <p>As an electricity provider serving residential, commercial, and industrial customers over a three-state area, Otter Tail Power (OTP) manages a large and diverse group of rural customers. \r\n\r\nWith a new focus on building a stronger customer experience practice, OTP realized that they needed a strong understanding of their customers&#8217; current experience. This includes online and offline touchpoints, from new enrollments, power outages, and paying bills to customer service calls and more.<\/p>\n                  <\/div>\n      <\/div>\n\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>What we did<\/h3>\n                  <\/div>\n\n        <div class=\"flex-7\">\n                      <ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conducted employee interviews to gather an understanding of existing touchpoints and perceived customer challenges and opportunities<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conducted customer interviews to gather &#8220;voice of customer&#8221; feedback and insights<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Developed customer personas and journey maps for baseline understanding of the current state<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Created, sized, and prioritized high-level recommendations to address pain points<\/span><\/li>\n<\/ul>\n                  <\/div>\n      <\/div>\n\n\n      \n\n    <\/div>\n\n  <\/div>\n\n\n    <div class=\"image-grid wow fadeInUp\">\n      <div class=\"new-container\">\n\n        \n                        <div class=\"flex-wrapper wrap \">\n\n                                  <div class=\"flex-3\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2022\/08\/Otter-Tail_Small-Sq_Graphic_01.png\" alt=\"Two hands place sticky notes on a board filled with paper sections. One yellow note reads Journey Map, pointing to an experience design session. Blue and pink notes are partially visible, suggesting a planning or brainstorming session focused on enhancing user experience.\" role=\"img\"><\/div>\n                                                    <div class=\"flex-3\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2022\/08\/Otter-Tail_Small-Sq_Graphic_02.png\" alt=\"Hands arranging colorful sticky notes labeled with words like Journey Map and Customer on documents. People collaboratively planning on a white surface, enhancing the user experience through custom software solutions.\" role=\"img\"><\/div>\n                                \n            <\/div>\n        \n\n                    <div class=\"flex-wrapper wrap flex-end\">\n\n                                  <div class=\"flex-7\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2022\/08\/Otter-Tail_Lg-Graphic_01.png\" alt=\"Two people are seated at a glass table, engrossed in developing a digital solution. One is pointing at the screen while the other types, embodying seamless collaboration and experience design akin to clockwork.\" role=\"img\"><\/div>\n                                \n\n            <\/div>\n        \n\n      <\/div>\n    <\/div>\n\n\n\n  <div class=\"singlepost-bannerin outcomes-image-grid wow fadeInUp\">\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>Outcomes<\/h3>\n                  <\/div>\n        <div class=\"flex-7\">\n          <div class=\"flex-wrapper wrap\">\n                      <\/div>\n                      <p>Our work with Otter Tail Power Company established a shared internal understanding of their core audiences and how those audiences interact with online and offline touchpoints. The customer experience strategic roadmap we created identified and incorporated prioritized areas of improvement based on outcomes.<\/p>\n                  <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n\n\n<div class=\"key-services\">\n  <div class=\"new-container\">\n    <div class=\"flex-wrapper wrap\">\n              <div class=\"flex-3\">\n          <h3>How we did it<\/h3>\n        <\/div>\n            <div class=\"flex-7\">        <ul>\n                        <li><a tabindex=\"0\" href=\"https:\/\/www.clockwork.com\/service\/strategy-and-innovation\/\" target=\"_self\" aria-label=\"Click this link for Strategy &amp; Innovation detail page\" style=\"border-bottom: 1px solid #5cb85c; border-top: 1px solid #5cb85c; \"><div class=\"key-hover\" style=\"background-color: #5cb85c \"><\/div>Strategy &amp; Innovation<\/a><\/li>\n                    <\/ul> <\/div>    <\/div>\n  <\/div>\n<\/div>\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Developing a rich understanding of an end-to-end customer journey for a rural utility company.<\/p>\n","protected":false},"author":5,"featured_media":5082,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"work-categories":[102,43],"work-tags":[282,277,434,422,276,262,111,436,435],"coauthors":[61],"class_list":["post-3104","work","type-work","status-publish","format-standard","has-post-thumbnail","hentry","work-category-energy-construction","work-category-strategy-innovation","work-tag-change-management","work-tag-customer-experience","work-tag-customer-experience-transformation","work-tag-customer-first","work-tag-customer-journey","work-tag-customer-centric","work-tag-energy-construction","work-tag-strategic-roadmap","work-tag-voice-of-customer"],"acf":[],"yoast_head":"<!-- This site is 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