Managing Expectations & Tracking Customer Care: Tools for Success

Increased production on a national stage has caused an increase in customer service needs for all sectors of the retrofit and home performance market.
On an annual basis, CEDA Weatherization retrofits approximately 850 homes, using a contractor network composed of more than 16 firms, utilizing over 100 community partner sites for intake, servicing 34 municipalities with a field staff of more than 20 Assessors and Quality Control Inspectors, 16 Managers and Training Staff, and 10 Internal Operations Specialists.
In Program Year 2024, 1,350 applications were submitted. To better service our vast client base CEDA Weatherization developed an innovative customer service process based on state-of-the-art document management technology.  We successfully developed a reliable system that will allow any firm to effectively deliver, track and control customer service activity for any size client base.   
CEDA’s customer service process is based on a system that meets four critical functions:1) Document Sharing and Collaboration 2) Ensuring Information Integrity 3) Integrating Business Activities 4) Gathering and Classifying Quality Control Data 
We would like to introduce the core functions of our high-tech customer service process to share and discuss with other agencies, firms, companies, and individuals.