Not a paid Harpy engagement.
Background
Since 2022, Alexander González has served as Communications Lead for Seattle Utilities Customer Care, the team that helps residents and businesses with billing, service, and utility assistance programs across the city.
The Challenge
Customer Care had two needs. Internally, its divisions and teams needed recognition to build morale, and stakeholders needed a clearer picture of the services each team provides. Externally, there was an untapped chance to show the real impact of the utility's assistance programs. The question was how to serve very different audiences without doubling the time and cost.
The Approach
Built a single content and storytelling strategy with one core production effort, shaped into different products for different audiences.
Produced Series 1: long-form, unscripted interview videos featuring Customer Care employees sharing their work in their own words.
Expanded with Series 2, bringing in employees, community partners, and customers to tell the story of the utility assistance programs.
Chose an unscripted, interview-style approach that gave participants room to be open and vulnerable, and that made the stories feel real.
Used the long-form videos to educate internal stakeholders about Customer Care's programs and teams.
The Results
One production, many uses: Each interview became a long-form internal video and multiple social cuts, saving time and budget.
8+ months of consistent content: A new video every two weeks, with no need to start from scratch each time.
Thousands of views: The social cuts reached thousands of viewers, bringing real voices from Customer Care and the community to a wider audience.
Stronger internal awareness: The long-form series gave stakeholders a clearer picture of Customer Care's teams and the services they provide.
Real stories, real trust: Unscripted voices from employees, partners, and customers showed the human impact of utility assistance programs in a way no brochure could.
Ready for results like this?
Schedule your complimentary 30-minute consultation with Harpy Strategy.
