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Usability and Technology Improvements to Increase Customer Service
BILL PATCHETT Manager of Revenue Accounting, Salt River Project
BRIAN GRILLO Regional Sales Director, Paymentus
EEI / AGA Customer Service Conference -- April 2015
Public Utility for Electric and Water Service
Phoenix, AZ region
1 million user accounts
#1 in Customer Service among large utilities in the West (for 13 consecutive years)
Leading provider of eBilling and ePayment solutions for billing organizations in North America
Founded in 2004
HQ in Charlotte, NC
1,000 clients (800 utilities)
300 million transactions/year
Payment Channel Redesign
Original Channel Survey
0% 10% 20% 30% 40%
1 - 4
5 - 6
7 - 8
9 - 10Reasons
Fee is too high
Functionality issues
Use of a third party
Multiple payment screens can be confusing
Web Design
Error handling
Small fonts
Non-functional buttons
Field population issues
Confusing instructions
RFP – Vendor Selection
RFP
Group review
Vendor presentation
Final considerations
Considerations
Team selection
Project flow– Water Fall– Concurrent
System integrations
Roll-out Date
Security
Posting Protocol
PCI Compliance IP White Listing Data encryption Tunnel encryption
Third-Party Providers
Paymentus
Modern Product Suite
Broad Feature Set
Level 1 PCI Certified
Consistent, Reliable, Secure Infrastructure
Usability Improvements
Web IVR
Consistent Design
Improved Functionality
Better Error Handling
Improved Readability
Additional Payment Information
Better Call Support
Customizable
Customer Satisfaction Survey Credit Card Channel
Achieved an87% improvement
in the highest satisfaction levels!
0% 20% 40% 60%
1 - 4
5 - 6
7 - 8
9 - 10
34%
25%
19%
22%
10%
13%
26%
51%
Future Considerations
Add eCheck / ACH Option
Improve Commercial “Friendliness”
Provide AutoPay - Recurring Payments
Optimize for Mobile
Smartphone Ownership
Source: Edison Research and Triton Digital. April 25, 2014
http://www.edisonresearch.com/2014-smartphone-ownership-demographics/
Mobile Tipping Point
Source: StatCounter Global Stats, 5/14
Mobile Traffic as % of Global Internet Traffic(thru May 2014)
Mobile-Only Users
34% of U.S. mobile users go online mostly through their phones (Pew 2014)
Mobile Bill-Pay reaches
Inconsistent Mobile Experiences
Until now, inconsistent and uncertain mobile experiences have lowered user’s expectations.
Today, mobile experiences are improving and user’s expectations are changing.
15
Customer Expectations Maturing
Mobile accounted for 22.6% of online sales in the Dec 2014 holiday shopping season*
2015 is shaping up to be a transition year
*IBM Digital Analytics Benchmark Hub – US Online Retail Holiday Shopping Recap Report 2014
Mobile-Optimized Web DesignResponsive Design delivers an optimal experience regardless of the screen size.
Pay by Text
80% of adults in the U.S. use text messaging.
--Pew Research--
Pay by Email
