Customers desire real-time account balances, quicker payment postings, and immediate recognition of payment receipt from their utilities. Puget Sound Energy (PSE) improved its responsiveness to overall payment and balance inquiries by implementing a real-time payment post within its SAP software. By so doing, the company reduced the time needed for payments to post to customer accounts by two to four days.
Key takeaways:
- How PSE is reducing phone calls
- How real-time payments are increasing customer experience
- Discuss high-level external cash desk
Speakers:
Kristina McClenahan, PSE
Theresa Burch, PSE
Timestamps:
- Puget Sound Energy's Get to Zero (GTZ) Program- 3:46
- Customer Fears and Impacting Roadblocks- 6:37
- Real-time Payment Benefits- 9:23
- System Integration- 12:08
- PSE's External Cash Desk Process- 17:02
- What's Next for PSE?- 21:15
- Q&A- 26:00
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