Investing in the Future with Customer Information Systems (CIS)

Back when many utility companies implemented their current Customer Information Systems (CIS) the Internet was new and mysterious, cellphones weighed two pounds and social networking involved going to a party. “Many of the current CIS systems were put in place in the mid-1990s,” said James McClelland, senior global director of the Customer Value Office, Energy … Continued

Why Customer Experience Should Matter to Utilities

Of course, customer service has always been important. In fact, the basic tenets of customer service, such as “know your customer” and “the customer is always right” are timeless. However, the digital age has changed customers’ expectations in a number of ways, including: Customers want things fast! Whether its overnight delivery, an instant answer to … Continued

That’s One Satisfied Customer

J.D. Power conducted research linking billing and payments to customer satisfaction. Its study showed that billing and payment factors account for 20 percent of the total customer satisfaction scores. Utility customer expectations are on the rise. It is no longer just about reliability and satisfactory customer service. Consumers are looking for added value, personal connection … Continued

Smart Strategies for E-billing

E-bills accounted for 23 percent of the volume of bills presented among U.S. households in 2014. It doesn’t seem like a staggering number when considering how to leverage electronic billing, but here are a few things to consider before developing your strategy. The Millennial generation has a much greater interest in receiving e-bills. So as … Continued

Customer Communications: What every utility should know

With mobile technology becoming more ubiquitous, new utility regulations, increasing intensity and frequency of storms, and new utility billing practices, it’s essential for utility companies to have a strong mobile customer communication strategy.

Could this be the future of billing design?

Utility billing statements shouldn’t be complicated documents to navigate, which is why llinois-based electric company ComEd listened to its customers and crowdsourced a redesign for its statement.