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.
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.
Findings from the 2020 COVID-19 Residential Survey
Your customers want to pay their utility bills on time and in full. But due to COVID-19, some of your customers have needed to prioritize certain household bills over others. In the 2020 E Source COVID-19 Residential Survey, we asked customers how and why they prioritize their household bills.
You have the opportunity to add emerging payment methods to your current offerings and to create a better customer experience. Learn more about six emerging payment methods, including text to pay, split payment, and cryptocurrency.
Join us as Jamie Wimberly, senior vice president of utility customer strategy at E Source, walks through our annual prepay survey results. This customer survey of 1,012 US adults explores the perspectives and sentiments that residential customers have toward prepay billing.
Key findings and recommendations from the E Source multi-client study
Join us to learn about this landmark, energy assistance LMI customer journey mapping multiclient study, its key findings, and recommendations.
Hear from Jamie Wimberly, one of the foremost experts on prepay energy, as he leads this webinar by providing an overview of prepay energy, the details of the annual customer survey of the Prepay Energy Working Group, and what it means to the utility industry.
In this webinar, we’ll discuss innovative approaches for improving your credit and collections efforts and arrears management. We’ll also share insights into the shifting consumer landscape.
The traditional approaches to keeping customers current and out of debt aren’t working as intended. We’ll be discussing alternative approaches to arrearage management, as well as how to use data science to be much more proactive and precise.
Prepaid billing is common, but have you considered the behavior-based energy savings prepay can produce? Join other utilities to hear about their experiences and the latest E Source research on how you can use behavior science to improve your prepay offerings and your DSM programs in general.
