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


Kristina McClenahan, PSE

Theresa Burch, PSE



  • 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

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