When questions arise about your energy service, a direct connection can make all the difference. That's why Xcel Energy created a different approach to customer service: a mobile resource center that brings expert help directly to you.
The Resources. Education. Delivered. (RED) Truck represents more than innovative customer service — it's Xcel Energy's commitment to meeting customers in their own neighborhoods. Since launching in Colorado during spring 2023, this distinctive mobile platform has transformed how the company connects with the communities it serves.
“Any time we can make ease of access or an interaction with us much better of an experience, that’s what we’re thinking about,” said Hollie Velasquez Horvath, regional vice president, State Affairs & Community Relations – Colorado.
The RED Truck functions as a traveling headquarters staffed by qualified personal account representatives (PARs) who handle everything from billing questions to energy efficiency program enrollment. Customers can walk up to receive immediate assistance with account issues, detailed bill explanations and guidance on available energy assistance programs.
This mobile approach creates opportunities for face-to-face interactions that simply aren't possible through traditional customer service channels. Whether someone needs help understanding their monthly bill, wants to explore energy-saving programs, or requires assistance with payment arrangements, the RED Truck brings these solutions directly to community events and gatherings.
PARs on the RED Truck can spend quality time with each visitor, walking through bills line by line, explaining program options, and ensuring customers understand their energy choices.
“We're providing meaningful services, and it's not based on what we think, it’s based on what we hear from the customers,” said Iffie Jennings, director, Strategic Outreach and Advocacy. “We're not just handing out resources. We’re listening, we're answering questions and we're also providing support on the spot.”
Building stronger community connections
According to Robert Kenney, president of Xcel Energy – Colorado, the RED Truck initiative reflects the company's broader mission philosophy. "By connecting with our customers where they live, work and play, the RED Truck ensures their voices are heard and their needs are met, aligning with our mission to deliver safe, reliable and affordable service."This community-centered approach has proven particularly valuable for reaching customers who might not otherwise engage with their utility company. The RED Truck creates natural opportunities for education about energy efficiency, renewable programs and financial assistance options that can make a real difference in people's monthly expenses.
At a recent Servicios de La Raza event in Westminster, Colorado, the RED Truck offered support for Spanish-speaking customers interested in the Low-income Energy Assistance Program (LEAP) — one of the many ways Xcel Energy is working to increase access to customers.
“Our value as a company is about being connected to each other and connected to our customers,” said Velasquez Horvath.
Expanding impact
Since its Colorado launch, the RED Truck has steadily expanded its reach throughout the Front Range and beyond. The program's success demonstrates the continued importance of human connection in customer service, even as digital tools become increasingly sophisticated.
As energy challenges continue evolving — from infrastructure demands to sustainability goals — programs like the RED Truck represent essential bridges between energy companies and the communities they serve. Each interaction reinforces our commitment to being an accessible, responsive partner in the communities we serve, making interactions easier, one customer at a time.
