Reducing billing complaints


Conference: Metering, Billing, CRM/CIS Australia and New Zealand 2005.
Location: Melbourne
Presenter: Scott Adams
Abstract: It’s a case study of the initiatives Aurora Energy has undertaken to reduce billing complaints by (need some statistics from Wendy). Some of the topics discussed are: Aurora Energy’s profile and nature of billing operations; Key drivers for reducing billing complaints; Major causal factors of complaints; Process for review; Specific initiatives undertaken?; Cause analysis; Process Mapping; Process re-engineering; Cross function approach to process improvement; Eliminating the need for bills; Summary of key business changes; Scorecard deliverables (results achieved)