Conference: Metering, Billing, CRM/CIS America 2006
Location: Atlanta, Georgia
Presenter: Richard Huntley
Abstract: It is widley accepted that customers expect their utilities to provide on-line access to transactions traditionally conducted by telephone. Customers also look to their utility to be the "trusted" advisor in offering advice and promoting relevant programs. This paper looks at how, by leveraging powerful analytics, utilities can transform customer billing activity with intelligent personalization to customers when they conduct their transactions over the web. Proven results include : more effective promotion and higher participation in programs; greater adoption of on-line billing; reduced call volume; better customer satisfaction and enhanced utilization of system resources.