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Customer Self-Service and Empowerment

Customer Self-Service and Empowerment. Lawanda Parnell Senior Director, Enterprise Application Delivery Sandra Nobile Currans Manager, Customer Contact. CPS Energy. The nation's largest municipally owned energy company providing both natural gas and electric service.

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Customer Self-Service and Empowerment

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  1. Customer Self-Service and Empowerment Lawanda Parnell Senior Director, Enterprise Application Delivery Sandra Nobile Currans Manager, Customer Contact

  2. CPS Energy The nation's largest municipally owned energy company providing both natural gas and electric service. Serves 685,000 electric customers and 320,000 natural gas customers in and around San Antonio, Texas, the 7th largest city in the United States. Energy bills rank the lowest of the nation’s 20 largest cities, and the company has earned the highest financial ratings of any electric system in the nation.

  3. Customer Base Total population including metro-area: 1,994,400 1,500 new meters a month in early 2007 1,350 new meters a month in 2008 Our Customers

  4. Increase customer coverage Give customers choices 24x7 accessibility Online/web customers are happier Why Customer Self Service?

  5. Customer Contact - What We Do… • Customer Contact is comprised of 1 Call Center and 3 Walk-in Offices. • The primary functions of Customer Contact are to respond to customer inquiries and requests via the phone, fax, e-mail, person to person, and to accept payments from customers. • The Call Center operates 24 hours a day, 7 days a week. Staffing must be spread out over a 24 hour basis, with the majority scheduled between 8:00 am and 6:00 pm, Monday–Friday. Walk-in facilities are open 7:30 am to 5:00 pm Monday–Friday. • The majority of the CSRs in the Call Center are scheduled to be on the phones, while other CSRs are scheduled off phones to handle customer requests that come from faxes and e-mails to CPS Energy. Some also provide technical assistance, and respond to customer escalations. • CSRs in the Call Center are also required to work Call Duty for Storm Response and other emergency situations.

  6. Calls Received by Switch 2004-2008

  7. Something Had to Change Between 2004 – 2008 an 18% increase in call volume Projections indicate same rate of call volume increase in the next 5 years Budgetary constraints Commitment to improve customer satisfaction Respond to customer demand for various channel offerings

  8. Touch tone • Two transactions available • Supports 96 simultaneous calls • No analytics or reporting capabilities • No tuning capabilities IVR IVR • Speech & touch tone enabled • Six transactions available • Supports 253 simultaneous calls • Trend Analysis and reporting capabilities • Tuning Options • 40% of calls are completed through the IVR IVR • Commercial • Residential • Spanish • Commercial • Residential • Spanish Virtual Hold Virtual Hold Virtual Hold Automated Customer Service Options Solutions 2007 2008

  9. Page Views/Month www.cpsenergy.com

  10. Start, Stop, Transfer Service: 5,296 • Update Mailing Address: 288 • Update Phone Number: NA • Payment Plans: 1,842 Manage Your Account Online Web Forms • Residential Portal (August 2008) • 168,000 customers • Real-time integration with SAP • Start, Stop, Transfer Service: 1,786 • Update Mailing Address: 1893 • Update Phone Number: 1,693 • Payment Plans: 3,451 Manage Your Account • Total Online Payments: 729,352 (9/2008) • Total Revenue: $127+ Million • Integration with Manage Your Acct • Available to residential customers • Total Online Payments: 788,948 • Total Revenue: 122+ Million Online Payments Online Payments Online Payments AutomatedCustomer Service Options Solutions 2007 2008

  11. 2007: Before SAP integration…

  12. 2008: After SAP Integration…

  13. Manage Your Account

  14. Manage Your Account Technologies • SAP ECC 6 • Java • Tomcat • Lexis Nexis

  15. Property Manager Portal Pilot: August 2007 – July 2008 GoLive: August 2008 Target audience: residential apartment managers View bills (12 months) View occupancy status Process Move-Ins/Move-Outs E-mail verification within 24 hours

  16. Enrollment

  17. Home Page

  18. User Profile

  19. Occupancy Status

  20. View Bills

  21. Value • Better customer data • Phone numbers, mailing addresses, etc • More responsive • Online payments increased • 24/7 customer access – “convenience factor”

  22. Lessons Learned • Data cleaning – Driver’s License, Social Security, Tax ID • Use front line staff to test and give feedback on product offering • Conduct “Negative Testing” • Be open to “out of the box” recommendations • Run reports to track “good” and “bad” transactions • Track, Track, Track…..

  23. What’s Next? • Commercial portal • Online bill pay • Usage • Bill print • Payment kiosks • Pay by phone • Additional Manage Your Account transactions

  24. Questions?

  25. Lawanda Parnell LVParnell@cpsenergy.com (210) 353-2205 Sandra Nobile Currans Slnobile-currans@cpsenergy.com (210) 353-4928

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