Gilbert Summit Rural Water District Modernizes Billing & Payments with SEW Digital Platforms

Making of a Modern Utility About Customer – Mobile and Digital CX Platforms for a Leading The energy utility is one of the Utility largest fully-regulated utility companies in the United States, Background and Objectives energizing the lives of nearly 4 million customers. It is relentlessly Against the backdrop of an ever-changing industry landscape, rising focused on operating in a customer expectations, rapid digitization, and new technological safe, reliable, environmentally advancements, the energy provider realized the need to adopt a responsible, and sustainable way. transformational, data-driven and user-centric approach to achieve Ultimately, the energy provider long-term success. cares about its customers and has set high targets for delivering Spurred by customer feedback across multiple channels, the utility customer satisfaction. identified mobility and additional self-service capabilities held the key to transforming its business. It has set high targets for delivering customer Platform Deployed satisfaction through the Connected Customer Experience, a component of SAP Self Service Accelerator (SSA) the company’s overarching multi-year transformation effort. The core vision is by SEW to enable: Customer Digitization: Reimagine how the utility provider interacts with customers and make it easier to do business with them using mobile apps, website portals, virtual assistants and chatbots. Digital Handle Time Reduction: Expand IVR capabilities, aggressively automate workflows, simplify scripting and streamline processes. Improved Call Center Workforce Productivity: Optimize off-peak support, make trade-offs to service levels in line with the industry peers without adversely affecting customer satisfaction, apply new technology to scheduling and forecasting processes. Improved Revenue, Recovery and Collections: Use analytics to create specific customer personas and develop tailored collection strategies to reduce back-debt, develop robust energy assistance campaigns to educate customers on payment options and ways they can get help. Modernize Back-Office Billing Processes: Resolve billing exceptions and improve accuracy by automating manual work using Robotic Process Automation (RPA).

Digital CX Journey with Smart Energy Water The energy provider adopted the digital CX platform – SAP Self Service Accelerator (SSA) by SEW. From account management, billing and payments, service management, usage data and outage reporting for electric customers, the platform is powered by intelligence and personalization. It offers various payment methods – including bank accounts, credit and debit cards and Amazon Pay – making billing and payments hassle-free. While customers had to call customer support to start, stop or move service, they can now request these services via the website or mobile app without having to call and while they’re on the go. Here's a list of the platform capabilities for residential Electric Outage Alerts: Get notified across various customers: channels by enrolling in outage alerts via the mobile app, subscribe to notifications and alerts through their channel Pre-Login: Submit service requests and make a one-time of choice: email, text, or IVR call. payment toward an upfront deposit installment using ACH, debit or credit card. Smart Chatbot & Live Chat: Connect with the utility anytime via frictionless communication, establish deeper My Account: Manage their profile and contact information, and stronger customer relationships and enhance e-billing/Paperless Billing preferences, and payment customer digital self-service. methods for one-time or recurring bill payments. From introducing one single, integrated platform for all Billing & Payments: View current balance and bill details, locations to leveraging AI/ML analytics to devise customer set up AutoPay and scheduled payments, view account insights to create customized and tailored experiences for the history including bills posted and payments made on the customers, a core foundation of the transformation project account for the last 24 hours, enroll in payment plans and/ has been hyper-personalization. They have also focused on or payment arrangements. several location-specific features to engage with customers better, empower the citizens and ensure compliance with state Service Request Management: Enter and log service regulations. requests for a start, stop and service transfer, make a one-time payment toward an upfront deposit instalment. Usage: Track electric and gas usage and cost using chart displays for different periods, access historical energy usage, view aggregated and individual meter consumption associated with each service account. Electric Outage Map and Reporting: Quickly and easily view and report outages in their area, leverage geolocation or address details to report outages, and access up-to-date information about estimated restoration times.

Value Delivered Provide personalized services to diverse customer segments across six states. Drive customer self-service with enriching digital experience. Streamline billing and payments to achieve cost savings. Introduce multiple options and give customers control to manage their services. Increase enrollment for paperless billing and other payment plans. Engage with customers with multichannel, real-time communication via email, text, etc. Improve customer service with a 360-degree view of customer touchpoints. Meet the complex needs of the customers with simple, intuitive, tailored experiences. Elevate digital customer adoption and customer satisfaction. About Smart Energy Water About SEW Smart Energy Water with its innovative and industry-leading cloud platforms aim to deliver the best Digital Customer Experiences (CX) and Mobile Workforce Experiences (WX), powered by AI, ML and IoT Analytics (IX) to the global Energy, Water and Gas providers. We partner with utilities to deliver solutions that are easy-to-use, integrate seamlessly with utility systems, and help build a strong technology foundation that allows utilities to become future-ready, by harnessing the power of digital technologies. Corporate Headquarters E-mail Website 15495 Sand Canyon Ave. Ste. 100, Irvine, CA 92618 [email protected] www.SEW.ai ©Copyright 2022. All Rights Reserved