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© 2008 Eventure Events. All rights reserved.
Customer Self-Service and Empowerment
Lawanda ParnellSenior Director, Enterprise Application Delivery
Sandra Nobile CurransManager, Customer Contact
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.
Our Customers
• 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
Why Customer Self Service?
• Increase customer coverage
• Give customers choices
• 24x7 accessibility
• Online/web customers are happier
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.
Calls Received by Switch 2004-2008
2,000,000
2,200,000
2,400,000
2,600,000
2,800,000
3,000,000
3,200,0002004
2005
2006
2007
2008
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
Automated Customer Service Options
Solutions 2007 2008
IVR
Touch tone Two transactions available Supports 96 simultaneous calls No analytics or reporting capabilities No tuning capabilities
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
Virtual Hold
Commercial Residential Spanish
Virtual HoldVirtual Hold
Page Views/Month
0
500000
1000000
1500000
2000000
2500000
3000000
3500000
Page Views
Automated Customer Service Options
Solutions 2007 2008
Manage Your Account
Start, Stop, Transfer Service: 5,296Update Mailing Address: 288Update Phone Number: NAPayment Plans: 1,842
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
Online Payments
Total Online Payments: 729,352 (9/2008)Total Revenue: $127+ Million Integration with Manage Your Acct
Online Payments Available to residential customers Total Online Payments: 788,948 Total Revenue: 122+ Million
Online Payments
2007: Before SAP integration…
2008: After SAP Integration…
Manage Your Account
Manage Your Account Technologies
• SAP ECC 6
• Java
• Tomcat
• Lexis Nexis
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
Enrollment
Home Page
User Profile
Occupancy Status
View Bills
Value
• Better customer data– Phone numbers, mailing addresses, etc
• More responsive
• Online payments increased
• 24/7 customer access – “convenience factor”
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…..
What’s Next?
• Commercial portal– Online bill pay
– Usage
– Bill print
• Payment kiosks
• Pay by phone
• Additional Manage Your Account transactions
Questions?
© 2008 Eventure Events. All rights reserved.
Lawanda Parnell [email protected]
(210) 353-2205
Sandra Nobile Currans [email protected]
(210) 353-4928
