Cus­tomers desire real-time account bal­ances, quick­er pay­ment post­ings, and imme­di­ate recog­ni­tion of pay­ment receipt from their util­i­ties. Puget Sound Ener­gy (PSE) improved its respon­sive­ness to over­all pay­ment and bal­ance inquiries by imple­ment­ing a real-time pay­ment post with­in its SAP soft­ware. By so doing, the com­pa­ny reduced the time need­ed for pay­ments to post to cus­tomer accounts by two to four days.

Key take­aways:

• How PSE is reduc­ing phone calls
• How real-time pay­ments are increas­ing cus­tomer experience
• Dis­cuss high-lev­el exter­nal cash desk

Speak­ers:

Kristi­na McCle­na­han, PSE

There­sa Burch, PSE

Time­stamps:

• Puget Sound Ener­gy’s Get to Zero (GTZ) Pro­gram- 3:46
• Cus­tomer Fears and Impact­ing Road­blocks- 6:37
• Real-time Pay­ment Ben­e­fits- 9:23
• Sys­tem Inte­gra­tion- 12:08
• PSE’s Exter­nal Cash Desk Process- 17:02
• What’s Next for PSE?- 21:15
• Q&A- 26:00