Better resolve billing inquiries
This utilities company required the capability to better resolve customer billing enquiries at the first point of contact, and used Pitney Bowes Software solutions to improve resolution rates.
ChallengeOne of the world's largest providers of water and sewerage services, the organization receives many enquiries from customers over billing. The firm wanted to lower the expenses of serving its bills to over 2.3 million households.
In addition, they needed a business solution to help raise the accuracy of resolutions provided by call centre staff.
Solution The utilities company chose solutions from Pitney Bowes Software to meet its customer billing and communications needs. By instantly viewing an exact replica of a customer’s bill or correspondence, the call centre staff can now resolve billing issues with increased efficiency and speed.
For billing composition, they deployed DOC1 Series 5, and to facilitate the storage and retrieval of all customer communications documents, it now uses the EngageOne Vault from Pitney Bowes Software.