Public Service Company of New Mexico (PNM®) is showing what’s possible when utilities modernize their service request process. With more than 12,000 requests each year, from new home connections to complex commercial upgrades, PNM needed a better way to manage the process. PowerClerk® helped make it happen.
A smarter way to handle service requests
PNM had already moved away from paper applications, but the digital system they were using couldn’t keep up with the growing volume and complexity. Tasks like permit verification, stakeholder communication, and project tracking were still handled manually through email and spreadsheets. This digital yet manual process made it challenging to meet deadlines and created frustration for customers and internal teams alike.
By expanding their use of PowerClerk, PNM created a centralized, automated workflow that improved visibility and reduced delays. Customers and developers can log in to track project status, upload documents, and communicate with their assigned PNM contact, all within one platform.
What’s changed?
- Smarter Applications: Forms now use conditional logic to show only what’s relevant to each applicant.
- Automated Workflows: Tasks are assigned, deadlines are tracked, and reminders are sent automatically.
- System Integrations: PowerClerk connects with ArcGIS, Maximo, and Power BI to streamline cost estimates, work orders, and resource planning.
Thanks to these improvements, most energization requests are now completed in less than 30 days. Even complex projects are typically completed in less than 90.
Award-winning results
PNM’s transformation earned them Chartwell’s Gold Award for Digital Experience. The improvements also boosted satisfaction for customers, developers, and employees alike.
As Aaron Cabral, Technical Program Manager at PNM, shared:
“PowerClerk has limitless possibilities—it’s robust, agile, and effortless for internal and external stakeholders to use.”
Why it matters
For utilities navigating the energy transition, digital tools like PowerClerk are essential. They reduce administrative overhead, improve accuracy, and help teams focus on delivering reliable, clean energy to their communities.
The full case study takes a closer look at how PNM integrated PowerClerk with ArcGIS, Maximo, and Power BI to further streamline operations and accelerate energization.