By Tom White
Mansfield Power & Gas, LLC (MPG) has achieved a significant growth trajectory over the past three years by prioritizing customer experience at the heart of its go-to-market model. In the oil and gas industry, “customer-first” service is often discussed but not always delivered consistently. MPG is a subsidiary of Mansfield Energy, a family-owned company with over six decades of experience, and has built its reputation by focusing on what its clients want and need. MPG’s approach—embodied in its tagline “Always On It – Find a Way, Tell It Straight, and Do It Right”—has set a benchmark for customization, transparency, and reliability. The organization’s commitment to innovation is demonstrated by its adoption of AI-driven insights, reinforcing its customer-first philosophy.
For many natural gas service providers, profit can often come at the customer’s expense. Standardized pricing, without attention to market and load fluctuations, can leave clients vulnerable to volatile energy costs and pipeline penalties. Poor communication often compounds these issues, forcing clients to react to crises rather than proactively addressing them.
Tammy Norman, President and COO of MPG, addresses this industry-wide dynamic through customized product offerings and clear communication to meet client needs. “Far too often, clients hear, ‘It is what it is,’ and that doesn’t sit well with me,” says Norman. “We’re not the type of company that leaves things to chance. Other suppliers allow customers to absorb avoidable costs. This is where we differ. We anticipate their needs, communicate transparently, and actively save clients money.”
Having grown its customer base to over 1,700 clients across North America – spanning industries from manufacturing and education to transportation – MPG differentiates itself by tailoring solutions to each customer’s unique needs. Tom Krizmanich, MPG’s VP of Sales, explains, “We analyze past usage patterns, forecast future requirements, monitor regulatory changes, and adjust customer loads proactively. This approach helps our clients avoid penalties and overspending.” By prioritizing and prescribing tailored solutions over one-size-fits-all pricing for its customers, MPG has built a reputation as a transparent, reliable, and trusted partner.
Whether alerting clients to market changes or addressing disruption in their operations, MPG ensures clients are informed and prides itself on candid, real-time communication. “If we see a drop in usage, we’re on the phone asking what is going on. Our aim is to be there before the customer even realizes they need us,” states Chris Brown, Sr. Director of Operations. Operating in a weather-dependent industry, MPG monitors client loads 24/7 to mitigate risks tied to fluctuating energy demands. “Temperature changes impact loads – even in manufacturing. Our proactive monitoring minimizes penalties and ensures uninterrupted service,” adds Brown.
MPG doesn’t stop at intentionally instilling a culture of customer-first service. The company is actively leveraging technology to enhance its customer-centric approach. “We want to be thoughtful about technology. We will only adopt it when it genuinely benefits the customer and complements our personal touch,” notes Norman.
AI technology has enabled MPG’s development of a centralized data lake to consolidate and standardize customer information. Just a few years ago, industry-wide data standardization was a significant hurdle. Today, AI applications are improving MPG’s capabilities around demand forecasting and weather pattern analysis. Additionally, MPG has started testing natural language processing (NLP) tools to analyze pipeline data, regulatory updates, and geopolitical events. Continued deployment of these tools will enable MPG to deliver real-time insights, respond swiftly to market changes, and furnish clients with up-to-the-minute information. Norman’s team is committed to harnessing AI’s ability to monitor news, weather, and global events to improve customer outcomes.
Even as these technological advancements further improve MPG’s services, personal relationships remain paramount to the company. “Technology will never replace the personal connections we’ve built with our clients. It’s a tool to augment our ability to anticipate and meet their needs,” says Norman. “Natural gas is one of the top three expenses for most of our clients, alongside human capital and equipment. By leveraging technology, we’re helping them manage this critical resource more efficiently while still maintaining the personal touch they’ve come to expect from us.”
As the energy industry continues to evolve, MPG remains focused on what matters most: its clients. By combining advanced technology with dedicated customer service, they are not just meeting industry challenges—they are working to set a higher standard. Norman says, “Our growth is 100% attributable to our customers, so we’re 100% committed to their success.”
Published by Emma N.
