Customer Education Video Case Study
Nine animated modules walk a Baltimore Gas and Electric customer through every phase of changing a gas or electric meter or service: what triggers the request, what it costs, and what happens on-site. Built for homeowners who have never been through the process, not for BGE crews. One module is a standalone safety message about the risk of building over BGE equipment.
:quality(75))
Trusted by leading organizations
:quality(75)){kind=logo}
:quality(75)){kind=logo}
:quality(75)){kind=logo}
:quality(75)){kind=logo}
:quality(75)){kind=logo}
:quality(75)){kind=logo}
:quality(75)){kind=logo}
:quality(75)){kind=logo}
:quality(75)){kind=logo}
:quality(75)){kind=logo}
Baltimore Gas and Electric – Residential modification and relocation
Any BGE customer whose project touches an existing gas or electric meter or service, a remodel, an added appliance, a detached structure, has to file a formal modification and relocation request. Most have never done it before and do not know what it costs or how long it takes.
Motifmotion built a nine-module instructional series that walks a homeowner through the whole path: the kinds of projects that trigger a request, what BGE, the homeowner and the contractor each have to do, and the five phases from initiation to restoration, cost and timeline included. One module is a standalone safety message about the real cost of building over BGE equipment. It is customer education, the same job our PECO customer education case study does for a different utility.
:quality(75))
Types of Projects
:quality(75))
Construction Phase
:quality(75))
Safety Message
Three triggers, one entry point
The series opens by sorting every reason a customer ends up here into three triggers, so the first module tells them in under ninety seconds whether they are in the right place before it explains anything else.
- A remodel, rehab or reconditioning project
- Temporary service for construction
- Adding a structure that needs its own service
:quality(75))
Have a process your customers get one shot at explaining right?
Process changes, equipment installs, throughput and automation work. Tell us what changed on the floor and we'll come back with ideas.
Who does what, made visible
A modification and relocation request runs through three parties: the homeowner, their contractor and BGE. The series keeps them visually distinct throughout, so a customer always knows whose step they are watching, and shows charges on screen the moment they are mentioned instead of describing them abstractly.
- The homeowner's role, separated from the contractor's
- What BGE handles, separated from both
- Costs shown on screen as they are introduced, not left to a call
:quality(75))
Five phases, five modules, one system
Initiation, design, scheduling, construction and restoration are five separate modules built on one visual system, so a customer can watch only the phase they are in without losing the thread, or the full series can play as one eight-and-a-half-minute piece. The safety message is cut from the restoration module and shipped separately, because it is the one thing BGE wanted every customer to see whether or not they watched anything else.
- Initiation: scope, utility locates, the application
- Design: the site visit and the signed agreement
- Scheduling: week-of dates and crew arrival
- Construction: the underground installation itself
- Restoration: why building over BGE equipment carries real consequences
:quality(75))
Related case studies
:quality(75))
Customer educationA customer education series for a regional utility: account setup, moving, outages and scams, one style system across every episode.
:quality(75))
Safety / Procedure TrainingTOTE Maritime Alaska – Securement procedure training
TOTE Maritime AlaskaA seven-minute animated securement procedure training video built from the client's manual: three load types, every rule on screen.
:quality(75))
Ready to explain a process your customers only see once?
Tell us the process, and we'll show you how it looks broken into modules a customer can actually follow. Contact us in a few different ways:
We'll work with you to understand your objectives, how we can provide assistance and we'll outline the next steps.