PECO Enhances the Online Start, Stop, and Move Process with Data-driven Initiative
PECO Enhances the Online Start, Stop, and Move Process
In 2019, PECO launched the “I Sign Up and Move Journey” project after identifying customer pain points in the sign-up and move online process. One of the primary objectives of the enhanced online start, stop, and move process was to increase usability and customer satisfaction.
The new online solution was implemented to more closely align with the care center processes, including eliminating outdated or unnecessary fields and improving error validation checks. The entire look and feel of the experience was improved to make the digital interface cleaner and more understandable. This effort significantly increased online process completion rates and decreased calls and back-office work related to start/stop/move requests.
This utility is taking home Gold in Chartwell’s Best Practices Awards for the Self-Service category.
Speaker: Edward Stephens, Manager of Projects and Analytics, PECO
Edward Stephens is a Manager in the PECO Customer Care Center leading a team of analysts who are focused on process improvement and improving the customer experience. Ed has been with PECO for over 13 years and has held a variety of roles within Customer Operations, including Credit and Collections, Field and Meter Services and the Contact Center. Ed has been involved in and led several large projects in his time with PECO and Exelon including the “I Sign Up and Move” (ISUM) Customer Journey where he led a group that pioneered the concept of using agile methodology with customer journey projects. The success of that project has led to the remaining Exelon utilities moving forward with the ISUM work.
