San Francisco Public Utilities Commission Delivers Easier-To-Read Bills, Enhanced Customer Service
The Business Challenge
Like many utilities, telcos, and other businesses, SFPUC’s billing statements are composed of multiple fees and calculations, which can raise questions with customers if presented in a confusing format or without full details. In the case of SFPUC, this confusion was lowering the productivity of its customer service representatives (CSRs) and impacting business efficiency.
"We were experiencing an increased number of incoming calls with billing questions specific to the detailed calculation of water and wastewater charges, including the rate structures," said Marge Vizcarra, SFPUC’s manager of customer service. "We knew we had to redesign our bills." In addition to creating new bills, SFPUC also needed a faster, more efficient system for CSRs to access customer billing records in real-time to be able to resolve issues faster, answer more calls, and reduce the number of call backs that were required.
Category: Utilities