Best Practices – Billing and Payment – Transforming the Payment Experience – Consumers Energy – 2017

After analyzing customer satisfaction data revealing payment-based dissatisfaction, Consumers Energy began a project in 2016 to replace its existing payment vendor, remove its convenience fee and completely redesign the payment experience. Spanning 18 months, the collaborative project was completed on Jan. 28, 2017, and quickly resulted in customer satisfaction gains, operational efficiencies and increased electronic payment volume. Consumers Energy took home Chartwell’s 2017 Gold Award in Billing and Payment for the effort.