Impacts of offering a FlatBill program on the billing function and customer service


Conference: Metering, Billing, CRM/CIS America 2006
Location: Atlanta, Georgia
Presenter: Scott Johnston
Abstract: Georgia Power has pioneered a program of offering a fixed bill to certain customers within its territory, and has experienced unexpected success. A pilot program two years ago involving 500 customers grew in a multi-staged implementation to almost 200 000 today, with low churn and high customer satisfaction. This paper covers the challenges and successes of the implementation and how such a program impacts on the rest of the billing function.