As the entryway to TMLP, each person in Customer Care sets the foundation from which customers build their relationship with the utility. From establishing new service, to providing convenient payment options, delivering emergency outage information, and establishing payment plan options for those who need economic assistance, Customer Care staff have the tools to help TMLP customers save money and valuable resources.

TMLP continues to be a leader in energy conservation and efficiency. During 2013, TMLP reimbursed $43,550 to 759 customers through its Appliance Rebate program, while 254 customers participated in the energy audit program which produced a total customer savings of $59,350. Additionally, TMLP provided home insulation and sealing incentives for 14 customers totaling $4,784.40 through the House N Home program.

TMLP helps the local industry thrive by providing key electrical usage information to large industrial users. By implementing the MV-WEB system, an online tool that allows industrial customers the ability to access their (15 minute) load profile information, customers can make informed decisions to avoid peak demand charges and lower their energy bills. In the past, customers would receive monthly data charts showing their consumption patterns for the previous month. The MV-WEB system provides the monthly consumption and peak demand period data over the web as soon as the information is available.

Additionally, nine large industrial customers participated in the interruptible rate (Rate 31i). By diverting load during peak operating hours, these customers saved over $300,000 when compared to the standard rate. The rate not only results in significant savings, it also reduces TMLP operating costs during peak periods and results in a lower rate charges for all ratepayers.

Customer Care also worked with Management Information Services to implement new call center software for internal and external customers. The new intranet enhances internal communications and sharing among TMLP departments and staff, while upgrades to the server and Microsoft Windows Desktop enhances the flow of information and rapid response to customer concerns.