Largest New Mexico utility aims to improve customer service

New Mexico’s largest electric utility is changing the way it interacts with customers. Public Service Co. of New Mexico said Wednesday that new communication methods are being implemented to make it easier for New Mexicans to do business with the utility. Those methods include a phone system that allows for reporting outages and the ability to retrieve account balances, requesting payment extensions or report outages via text.

“Everyone communicates differently, and we have a responsibility to expand the way people do business with PNM in order to live up to evolving customer expectations,” said Mario Cervantes, the utility’s customer experience director.

PNM has about 530,000 customers throughout the state. Its contact center took more than 650,000 calls in 2019 and 55,000 calls just last month. Every call is answered locally by a customer experience adviser in Albuquerque.

With the changes, the company says it has seen a drop in call volume where nearly 100,000 inquiries have been fielded through other channels instead of over the phone.

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