The design of the new statement drove our new requirements for a document composition system. The new statement uses graphics as well as one-to-one marketing messages and we found that there were just a couple of companies who could deliver all our requirements and run in a high-volume production environment.
— Marge Vizcarra
Manager of Customer Service,
San Francisco Public Utilities Commission
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San Francisco Public Utilities Commission Delivers Easier-To-Read Bills, Enhanced Customer Service
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The San Francisco Public Utilities Commission (SFPUC) provides water, wastewater and municipal power services to the City and County of San Francisco. Faced with a growing number of billing-related customer calls, SFPUC sought solutions to help them produce easier–to–read statements and give customer service representatives (CSRs) real-time access to customer billing records.
The Challenge
Confusing Billing Statements
SFPUC’s billing statements contained multiple fees and calculations presented in a confusing
format without full details, which:
- Created customer confusion
- Lowered the productivity of CSRs
- Negatively impacted business efficiency
Inefficient Billing Record System
SFPUC needed a faster, more efficient billing record system that would provide CSRs real-time access to customer records, allowing them to:
- Resolve issues faster
- Answer more calls
- Reduce the number of call backs.
The Solution
SFPUC decided on Group 1’s suite of Customer Communication Management (CCM) solutions to address its needs.
High-Volume, Personalized Communications for Multi-Channel Delivery
SFPUC implemented DOC1® Series 5 to design, generate and produce easy–to–understand utility bills — over 90,000 bills each month.
High-Speed Archive & Retrieval System
SFPUC also implemented Group 1’s e2™ Vault, which provides real-time indexing, compression, storage, and retrieval of documents and data in their native format — regardless of size or age.
Online Access to Customer Information
The final part of SFPUC’s CCM solution is Group 1’s e2™ Service, which allows CSRs to perform customer-centric searches and render documents on–the–fly — enabling them to respond to inquiries quickly and accurately.
The Benefit
Fewer Inquiries
The new easier–to–read and more informative billing statements have helped reduce billing-related inquiries into the utility’s call center.
Fast, Online Access to Bills
SFPUC customer service agents have faster access to customer bills online and can now provide more informed answers to customer inquiries — enabling faster call closure and fewer call-backs.
Integration With Existing CIS
The solution integrates with the utility’s existing CIS, allowing CSRs to quickly call up the last monthly bill.
Extensive & Secure Billing History
As additional months are stored, the CSRs are be able to review up to seven years of bills and access 210,000 new pages per month in secure, electronic storage
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