How many I&M employees work in customer service? The correct answer is all of us. But during this Customer Service week we’re specifically celebrating the important work of a department whose team members support our more than 600,000 customers in Indiana and Michigan.

I&M’s customer service department consists of employees who are available to help both homeowners and business owners with their distinct needs. I&M also provides a 24/7 Customer Operations Center and a social media team to support customers.

“We’re focused on making energy easier to understand and access – so customers feel confident, informed and supported every step of the way,” said Katie Davis, vice president of External Affairs and Customer Experience. “Our employees care deeply about improving our customers’ lives. While many work behind-the-scenes, their efforts have a meaningful and lasting impact on providing our customers a positive experience.”

That commitment is reflected in the work of employees like Key Account manager Zach Vaughn and Customer Service representative Esther Garcia. Vaughn’s key to success is simple: just listen.

“You can learn about the customer’s experience with I&M through listening. We want to hear it all - the good, the bad and the ugly,” Vaughn said. “Listening provides the customer with an outlet to express their concerns, challenges and opportunities so I can strategically plan a positive customer experience.”

Garcia aims to improve how we show up for our customers.

“The customer experience is about building trust through empathy, responsiveness and clear communication. We understand that behind every account is a person who deserves to feel heard,” Garcia said. “Ensuring a great experience means taking the initiative, resolving issues with care and always looking for ways to improve how we serve our customers.”

Of course, customer support extends beyond the customer service department. Every I&M employee plays a role. Whether it’s tracking down answers or developing solutions for customers, our teams are here to help make things easier. Often our line workers, meter technicians, community affair managers and communications team members provide proactive updates during an outage, answer billing questions and helping customers navigate their needs.

Behind the scenes, other teams play a critical role in enabling this support. These employees may not interact with customers directly or work on energy equipment, but they ensure our operations run smoothly. From managing logistics during restoration events to providing training, overseeing budgeting and keeping our facilities in good repair, their work is essential. 

“We often say we’re a customer service organization that happens to provide electricity to the communities we call home,” Davis said. “Creating a positive experience isn’t owned by one team – it’s a shared commitment. Every employee at I&M plays a role in putting customers first, helping to deliver meaningful results for the people and communities we serve.”