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1 - 10 of 26 results
Transforming engineering and construction for better customer experience
Consulting case study
This case study explains how E Source helped a municipal electric utility transform its engineering and construction, resulting in a $60 million increase in CIAC revenue with a 50% reduction in overtime and truck rolls.
CC&B application upgrade and migration
Consulting case study
This case study explains how E Source helped one of the nation's largest investor-owned utilities shorten its disaster recovery time from 24 hours to under 4 hours with a CC&B application upgrade.
Revenue recovery and credit risk prevention
Consulting case study
This case study explains how E Source helped a West Coast utility transform its revenue recovery and credit risk prevention strategy, recovering $44.7 million in direct revenue.
Embrace empathy in utility bill communications
Effective customer-centric communication strategies for reaching LMI customers
By understanding customers’ emotions at different billing touchpoints, your team can better communicate about high bills, rate increases, and billing assistance programs. In this report, we offer tips to create more-empathetic messaging in bill communications to low- and moderate-income customers.
Should utilities accept cryptocurrency for customer bill payment?
An Ask E Source answer
To help you decide whether to start accepting utility bill payments via cryptocurrency, we examine the demand for this payment method among utility customers and the possible impacts of blockchain and cryptocurrencies on the energy industry.
Improving the customer and employee experience with a bill redesign
Consulting case study
Learn how E Source Management Consulting helped Nashville Electric Service redesign its residential and business bills to become more modern and visibly appealing and to address customer pain points.
5 tips for creating an effective high-bill alert program
High-bill alerts let your customers know when they’re likely to have a costly bill based on their energy usage. A well-designed high-bill alert program can reduce the number of calls your contact center receives from upset customers who have high energy bills.
Answering questions about high bills
A guide for utility customer service representatives
When utility customers get bills that are higher than expected, it’s usually because of metering issues, seasonal changes to their homes or behavior, or nonseasonal changes. Our five-step response to customer calls about high bills can help you identify the problem and offer the right solution.
A look at two utilities’ debt-forgiveness programs
How National Grid Massachusetts and SoCalGas are helping customers during COVID-19
We spoke with National Grid Massachusetts and SoCalGas to learn about their arrears management programs (AMPs). National Grid has been offering its AMP since the 1990s while SoCalGas implemented its AMP in 2021. Learn more about how these AMPs are working for these utilities.
Billing and payments with Ameren
Consulting case study
Learn how E Source Management Consulting helped Ameren develop a digital billing and payment strategy to help improve the overall customer experience and streamline operations.