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