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Accurate Energy Bill Analysis Helps Convert High Bill Complaints Into Compliments
Turn your high bill complaints into positive customer testimonials. Sound unlikely? It can happen when your customers and your customer care personnel use Apogee’s BillingInsights™ application – a robust tool linked directly to the customer’s billing data to generate solid answers to customers’ questions. BillingInsights is Apogee's core billing analysis application that is non-intrusive to your billing system and requires no sensitive customer data. It only requires: 1) account number, 2) kWh usage, and 3) energy charges.
How it Works
Billing Data Analysis: Apogee's AMES analysis engine evaluates the customers’ monthly energy use and costs in a matter of seconds. Pattern recognition software instantly analyzes predicted and actual usage by end use and isolates the impacts of weather.
Bill Disagregation: AMES disagregates the customer's usage with laser-like precision
Compelling Presentation: Onscreen, BillingInsights shows in a colorful presentation where the energy is being used and suggests explanations for any changes.
Customer Facing Version and and CSR-Facing Version
Customers can use BillingInsights directly on their own, since it’s accessible 24/7 through their utilities’ website.
Customer Service Reps can quickly access and use BillingInsights while they are talking to a customer on the phone or in person. It provides them with "intelligent scripting," prepared reasons for changes in the bill and suggested questions to explore further with customer.
- Reduction in calls to contact center.
- Higher first-call resolution on high bill complaints received.
- Reduction in need for meter re-reads or site visits.
- Increase in customer satisfaction by customers who receive professional, courteous, and accurate customer care – either over the Web or with a Customer Care representative.