Billing Success Requires Creativity in Balancing Customer and Business Needs
As utilities endeavor to provide the best possible customer experience, the monthly billing encounter continues to serve as a key touchpoint. In fact, it is often the customer’s only consistent engagement with their utility provider. But the days when the mailed bill served as the primary vehicle of communication with customers are largely over.
This analysis, which serves as a complement to and expansion of Chartwell’s 2024 Billing Industry Survey Datasheet and 2024 Billing Benchmarks, is designed to highlight industry leaders, notable billing efforts, and trends to observe in areas such as digital channels, high-bill and past-due alerts, RPA, and employee productivity metrics.CONTINUE READING
- To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
- If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.
