Utility Introduces Electronic Bill Payment and Presentment
The Challenge
Provide faster, better billing information to consumers.
The Company
A major North American supplier of gas, electric and water services with more than two million customer accounts.
The Story
Faced with new competition and heightened regulatory requirements, this utility needed to answer billing queries more quickly, provide customers with more complete billing information, and improve efficiency of customer service calls. They turned to Pitney Bowes Group 1 Software’s e2 suite of electronic bill payment and presentation (EBPP) solutions, which helped them lower overhead costs significantly, increase customer satisfaction and improve customer retention as new competitors entered the market.
The Benefits
Better Service with Electronic Bills
EBPP enables retail customers and corporate accounts accessing multiple lines of service to immediately understand and track current and past charges. Challenges to bills are easier to resolve and routine questions are turned around in minutes by 400 customer service agents with instantaneous online access to customers’ complete account records.
Rapid Adoption of Electronic Payments
Customers rapidly migrated to electronic transactions, increasing customer satisfaction while eliminating costly mailings of invoices.
Lower Costs
Faster customer service response and fewer billing questions enable agents to handle more customer accounts more easily. Self-service options for customers further reduce customer calls. Elimination of paper invoices dramatically reduces production and mailing costs.