and billing system, EDP solutions can provide an end-to-end solution that reduces the cost to serve while improving the document’s ability to communicate with the consumer.

Another significant benefit of deploying an EDP solution is the control that organizations gain to access data throughout the enterprise. This enables them to put marketing messaging and offer integration into the hands of those who know it best, the marketing department. No longer is marketing reliant on a heavily stretched IT department to integrate its messages, campaigns and compliance requirements. Rather than waiting days, weeks or even longer for IT to implement marketing initiatives, the marketing department need only access a browser-based application to add or change business rules, offers, segments, etc. This same dynamic messaging capability can also provide rapid brand identity changes, which are becoming more prevalent as utilities continue to consolidate.

End of the green screen

Eliminating calls, while providing considerable bottom line contribution, is only the beginning. The next step is to find solutions that reduce the overall talk time of the representative. While customer relationship management (CRM) systems can provide a history of previous interactions with each customer, they may not provide insight into a current call.

Therefore, it is critical that customer service representatives

(CSRs) have access to an archived version of the actual bill the customer is calling about, rather than a green screen of data alone. With an easily retrieved facsimile of the bill, the CSR can address questions while viewing the document the customer has in front of him or her, in a manner that makes sense to the caller. Bill inquiry issues can be quickly identified and rectified for further operational efficiencies and customer satisfaction. The ability to immediately redistribute the bill electronically translates into a reduction in days-sales-outstanding for customers that require a new bill be sent.

With the understanding that multiple exposures to offers and marketing messages are often necessary to change a customer’s behavior, the ability to view the actual document also allows the CSR to reinforce the marketing messages that are contained on the bill via a two-way conversation. For initiatives like electronic invoicing, this capability can provide an extremely compelling return on investment.

Climate change as an opportunity

Addressing the issue of global climate change also poses challenges for the utilities industry, its billing systems, and how they leverage customer communications, but it can also become an asset in driving changes in a customer’s behaviour.

In Europe, an energy services directive was enacted to drive

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Elster’s EnergyAxis^® AMI solution now supports gas metering

www.elster-eis.com