Aclara's Customer Moves Center
Creating relationships at first contact
Utilities call them Service Requests. Or Start – Stop – Transfer Service. And treat them as stand-alone processes.
Customers just think that they’re moving. And, they’d like to know all of their options as they sign up for service.
Introducing Aclara's Customer Moves Center – the first utility move in/move out application that is designed from the customer's point of view. And, allows utilities to showcase all of their offerings – including rate options, billing options, efficiency options or demand-response options – at the time the customer moves in. This, after all, is the most logical time, and the lowest cost time, since it avoids future calls.
Aclara's Customer Moves Center offers:
- A complete self-service moving portal that enables a customer to move-in and out of the service territory and move between houses or apartments.
- The ability for utilities to promote all available options to customers – including low cost-to-serve options such as e-billing – and the ability for customer to enroll on-line.
- An opportunity to collect customer profiles that drive personalization for all Aclara's Customer Care solutions applications.
- Full, straight through processing – no more manual entry.
- On-line credit scoring to determine deposit requirements and validate customer identity.
- Automated customer e-mail confirmation of their order.
- A call center option that utilizes a similar, logical interface and provides the same level of overall functionality – allowing new agents to become productive immediately for move-related calls.
Research in other industries has shown that adoption rates for certain services – such as e-billing – increase dramatically if those services are exposed to customers at the time they enroll for service. For the first time utilities have the ability to easily offer such customer convenience.