2. Empowering Your Customers 24x7

3. Agenda Different Strokes for Different Folks The Possibilities
Myths & Obstacles
Promote the Possibilities

4. What is Customer Empowerment?
Different Strokes for Different Folks

5. Different Strokes to Different Folks
Customer A’s View Point
Paper bill
Paper newsletter
Ability to call and talk to a representative

6. Different Strokes to Different Folks
Customer B’s View Point
Keeping customers informed
Texts about utility info
An automated phone system to make a payment
Ability to go find stuff on utility website

7. Different Strokes to Different Folks
Customer C’s View Point
Keeping customers informed
Ability to go find stuff on utility website
s about utility info
Ability to call and talk to a representative

8. Different Strokes to Different Folks
Customer D’s View Point
Don’t send me a paper bill
Or paper anything
Ability to make a payment via website
Ability to call a person for anything else I need

9. Different Strokes to Different Folks
Customer E’s View Point
Paperless bill
A phone app to view my account and make payments
Ability to call and talk to someone if I need to

10. Different Strokes to Different Folks
Customer F’s View Point
I don’t ever want to talk to anyone in person
Self-Service
Access to My Data – anytime, anywhere
An app on my phone/tablet – allowing me to
Make payment
Request whatever I need/want, when I want
Send me app notifications – not s or texts

11. Different Strokes to Different Folks
Utility View Point
How do I meet the needs and desires of all our customers?
Does majority rule?
Do I need to provide multiple avenues to meet multiple customer expectations?

12. Ever Evolving Customer
Many things have evolved over the past century
To succeed, we must embrace the changes and evolve with it!

13. Myths or Obstacles Our customer base is too old.
Not enough people will use it.
We’re too small.
Cost too much.
What other obstacles do you perceive?

14. What Are the Possibilities?

15. Utilit-e Online, MCA, IVR
Customer Access 24 x 7

16. Utilit-e Online Introduced in 1999 slow initial adoption rate
Today, in use by 85% of the utilities 25,000 logins in 14 days

17. MCA View statement & payment history Graph usage history
Make a payment
Receive notifications
Report an outage

18. MCA 2013 – Initial deployment Slow & steady growth
In use by 24% of the utilities
More and more people live on their phones
Is it time for the utility to provide that opportunity also?

19. MCA Use

21. OCH
Outage Call Handling

22. Tech Advantage 2018
Outage Call Handling
February 2018
Call Handling & direct outage integration is last major MS interface
Already provide GetALL
Create a “Call” from:
Customer Service
Online
MCA
Professional Computer Systems, Co.

23. Call Handling/Outage Integration
Tech Advantage 2018
Call Handling/Outage Integration
February 2018
Call record is stored in Connect and forwarded to OMS
Billing user can view calls generated in Connect
Option to view map of calls generated in Connect
Ability to monitor, edit, delete and/or close calls OCH events generated in billing system
Professional Computer Systems, Co.

24. Call Handling / Outage Interface
Tech Advantage 2018
Call Handling / Outage Interface
February 2018
Goal is to integrate with CH/OMS
In Customer Service
View calls and outage map in OMS
View restoration messages
In Online, MCA
View general outage map and general restoration messages
Small license, M/S and setup labor
Professional Computer Systems, Co.

25. Outages The What The Where Reporting Status Restoration CS Module MCA
Tech Advantage 2018
Outages
February 2018
The What
Reporting
Status
Restoration
The Where
CS Module
MCA
Web CS
Professional Computer Systems, Co.

26. Outage Screens Tech Advantage 2018 February 2018
Professional Computer Systems, Co.

27. Outage Screens Tech Advantage 2018 February 2018 Done
Professional Computer Systems, Co.

28. IM
Integrated Messaging

29. IM Notifications Post-pay Accounts Internal Accounts Payable ACH
Tech Advantage 2018
IM Notifications
February 2018
Post-pay Accounts
Statement
Payment Posted
Due Soon/Due Now
Delinquent
Account Balance > $X.XX
Budget Amount Changed
Internal
Collections
Work Orders Staked
Batch processor
Accounts Payable ACH
Prepay Accounts
Payment Posted
Low/Negative Balance
Being disconnected/connected
Weekly/Monthly Summary
Any Account
Credit Card Expiration
Landlord – Tenant is reading out
Auto Landlord – account activated/inactivated
General Info
Professional Computer Systems, Co.

30. IM Communication Methods
Tech Advantage 2018
IM Communication Methods
February 2018
Text
IVR
MCA
Professional Computer Systems, Co.

31. Integrated Messaging Tech Advantage 2018 February 2018
Professional Computer Systems, Co.

32. Integrated Messaging Tech Advantage 2018 February 2018
Professional Computer Systems, Co.

33. General Notification Tool
Tech Advantage 2018
General Notification Tool
February 2018
Professional Computer Systems, Co.

34. General Notification Tool
Tech Advantage 2018
General Notification Tool
February 2018
Professional Computer Systems, Co.

35. General Notification Tool
Tech Advantage 2018
General Notification Tool
February 2018
Professional Computer Systems, Co.

36. General Notification Tool
Tech Advantage 2018
General Notification Tool
February 2018
Professional Computer Systems, Co.

37. Payment Options
Presented by PSN

38. New Statements

39. New Statements Oh the possibilities… Too many to mention
So many to consider

42. New Statements Oh the possibilities… Narrow the scope
Too many to mention
So many to consider
Narrow the scope
To control the cost

43. Net Metering Bank Detail
Distributed Energy

44. Net Metering Is growing in popularity
Each state and/or utility has a little twist on the formulas/calculations
Banking history has been a bit of a black hole
So time for improvements

45. Net Metering Bank Detail
Majority of the utilities bank in units
When banking units, detail for each month records
Units generated
Units banked
Units used from bank
Balance in bank

46. Net Metering Bank Detail
A few utilities bank in dollars
When banking dollars, detail for each month records
Units generated
Dollars banked
Dollars used from bank
Dollar balance in bank

47. Net Metering – Bank Detail
These changes provide
Better visibility of historical activity
Ability to explain what went in/out of bank when
Ability to print more detail on statement
Previous Bank Balance
780
Added To Bank 65
Used From Bank
Current Bank Balance
845

49. Bringing It All Together

50. Auto Disconnect/Reconnect
Tech Advantage 2018
Auto Disconnect/Reconnect
February 2018
Payments Via
Utilit-e Online
MCA
IVR
Kiosks
Quick Pay
Create Bill
No Payment -> Process Disconnects
Automatically Send Signal to Remotely Disconnect Meter
Customer Pays – from Anywhere
Automatically Send Signal to Remotely Reconnect Meter
Send IM’s Throughout the Process
Professional Computer Systems, Co.

51. Prepay Daily Process Pull Readings (via BP) AMI/MDM Bill (via BP)
Send IM’s (via BP)
Low/Negative Balance
Being Disconnected
Weekly/Monthly Summary
Customer Pays
Online
MCA
Kiosk
Quick Pay
Cashier
Customer Doesn’t Pay – Cutoff
Via BP
Send disconnect signal to AMI
Daily Process

52. Myths, Realities & Needs

53. Myths or Obstacles Our customer base is too old.
Not enough people will use it.
We’re too small.
Cost too much.
What other obstacles do you perceive?

55. Age is No Obstacle!

58. Age is No Obstacle!

59. Technology Is Everywhere
And Customers Expect It
Customers of varying ages and background

60. Costs & Benefits Don’t think of it just as added costs
Consider the benefits and cost savings
Examples:
EBPP - save on postage & handling
Online, MCA & Payment Options
Save staff time to focus on other efforts
Satisfied customers served the way they want to do business

61. Costs & Benefits Integrated Messaging (IM)
Improved client communications
More timely
Directed to those who want to know
Directed to the method by which they want to be informed
Send notifications for whatever needs to be communicated

62. Costs & Benefits New Statements Improved communication More clarity
New look & feel
Ability to include graphs when printing in house
Ability to print in multiple colors & fonts
Ability to have the stub at the bottom of the statement
And sometimes its just time to BUY A NEW TRUCK

63. Where do we go from here?

64. Develop a Plan
What does your utility need/want to put in place?
What’s the order of attack to implement?
For a successful implementation & utilization, you must have a plan to promote and encourage use.

65. Promote the Possibilities
How are you promoting what you offer today?

66. Mission Statement
Our mission is to assist utilities to be successful by providing high quality solutions.

67. Confidentiality Statement
Professional Computer Systems, Co. (PCS) holds this presentation to be proprietary and requires all readers hold the information it contains in strict confidence. The material is provided to assist in evaluating PCS’s application as it pertains to meeting your business requirements. No copies or other distribution is permitted without prior written approval from PCS.

68. Professional Computer Systems, Co.
3710 Timberline Drive
Denison, IA
(712) (712) Fax