Specialized customer service
Deliver a positive customer experience with inbound support from technically fluent, empathetic specialists.
Shift time‑consuming customer calls to our specialists while gaining actionable reporting on questions, issues, and trends to improve the customer journey.
Program hotlines
Dedicated inbound support for green power, load flexibility, interconnection, and other programs that require more time and technical fluency, helping deliver a turnkey experience for your program.
Complex issue resolution
Customer support for nuanced questions, eligibility issues, and program education, with clear escalation paths when necessary.
Reporting and insights
Reporting on call drivers, resolution trends, sentiment, and friction points so each customer interaction can improve the broader program experience.
Complex questions need specialized support
Interconnection, load flexibility, and rate designs require deeper technical fluency and more advanced scripting.
Onward’s specialized teams answer customer inquiries, improving first-call resolution and freeing internal staff for other priorities.
Our representatives are trained on your programs and provide confident, empathetic guidance that builds trust.
Designed for quality and continuous improvement
With more than 20 years of experience working with utilities and 10 million+ customer calls managed across acquisition and inbound, our systems are designed with the highest standards.
Tiered support structures that enable quick resolution for many inquiries and seamless escalation when necessary.
100% automated call recording paired with AI-driven review and targeted human evaluations.
Up to 40 hours of program-specific training for agents, plus ongoing weekly coaching and continuous assessment.
Specialized customer service in action
A major electric utility partnered with Onward to run a specialized interconnection hotline, helping customers navigate complex technical requirements while achieving a 91% first-call resolution rate and a consistently positive experience.
