Re-envi­sion­ing the infor­ma­tion and pre­sent­ment of bills is top of mind for util­i­ties. Cus­tomers are mov­ing away from the tra­di­tion­al meter charges to want­i­ng to under­stand how their usage impacts their bill. We will be dis­cussing how util­i­ties envi­sion and imag­ine show­ing new prod­ucts and ser­vices (like elec­tron­ic charg­ing sta­tions, solar) and inter­val data to cus­tomers through bills or through elec­tron­ic and inter­ac­tive options. Oth­er bill top­ics will include suc­cess­es from past imple­men­ta­tions and plans for the future in redesigned util­i­ty bills. 

The for­mat for Mon­day, June 15 at 1:30 p.m. CT will include: 

• Brief wel­come and kick­off from ASUG 

• Rapid case study led by ASUG mem­ber Kristi­na McCle­na­han from Puget Sound Energy 

• 2015: PSE com­plet­ed a bill redesign, com­bin­ing best prac­tice for pre­sen­ta­tion and tech­ni­cal code changes with­in SAP 

• 2018: PSE addressed mis­cel­la­neous fees, cred­its, and adjust­ments that caused cus­tomer confusion 

• 2021/2022: PSE is tar­get­ing an inter­ac­tive bill expe­ri­ence to cus­tomers through web and email 

• The dis­cus­sion will focus on: 

• How util­i­ties can or have approached bill redesigns 

• Pros and cons 

• How to include cus­tomer feed­back and engage cus­tomers active­ly and passively 

• Sur­veys 

• In-per­son reviews (now with COVID-19, what’s the approach?) 

• Qualtrics 

• A/B test­ing  

• Shar­ing of recent wins or suc­cess­es, along with resources utilized 

Gain vis­i­bil­i­ty into the chal­lenges and suc­cess­es oth­er SAP cus­tomers are expe­ri­enc­ing, and acquire new ideas for real-world solutions. 

If you are expe­ri­enc­ing chal­lenges and would like to lead your own case study, fill out the sur­vey here. 

Think Tank Insights: 

• Cus­tomers across nation crav­ing more trans­par­ent billing 

• Heavy cus­tomer inter­est in detailed use infor­ma­tion and analy­sis with­in their reg­u­lar bill 

• Young peo­ple pre­fer online por­tal with on-demand account information 

• COVID-19 has brought even high­er demand for cus­tomized resources and cus­tomer segmentation 

• Util­i­ties use data is great sig­ni­fi­er for COVID-19 restart sta­tus across a region 

Think Tank Links:

• https://​www​.asug​.com/​e​v​e​n​t​s​/​a​s​u​g​f​o​rward 
• https://​www​.qualtrics​.com/​u​k​/​c​u​s​t​o​m​e​r​s​/​c​o​m​e​d​/​?​r​i​d​=​i​p​&​p​r​e​v​s​i​t​e​=​e​n​&​n​e​w​s​i​t​e​=​u​k​&​g​e​o​=​D​E​&​g​e​o​m​a​t​ch=uk 
• https://​trel​lis​.org/
• https://​form​.jot​form​.com/​A​S​U​G​/​2​0​1​9​-​T​h​i​n​k​-​T​a​n​k​-​S​i​gn-Up