American Water embraces BDEx to transform customer billing systems into a strategic service differentiator
Overview
Billing built brilliantly
American Water faced the challenge of enhancing its billing-related systems while minimizing downtime. Thanks to BDEx’s automation, invoicing and case resolution sped up, and promoted more customer satisfaction toward the customer experience.
Timely, accurate billing means enhanced customer satisfaction. It’s what our customers expect of us and it’s what we deliver with assistance from BDEx.
Vibha Parmar
Senior Manager
Challenge
Beating backlogs
American Water handles five million calls, sends five million invoices and deals with 400,000+ communications per year.
To continuously improve its services, American Water sought to harness automation – but without increasing customer resolution times that would in turn increase late billing. The vicious cycle of backlogs from downtime that lead to customer issues and late bills can spiral if not handled carefully.
Solution
Releasing trapped revenue
With Basis Technologies’ BDEx solution designed for utility companies, American Water could gain a holistic view of all transactions and exceptions. Service agents had the power to see and resolve issues themselves immediately without involving back office teams, who are free to chase value-add activities. Assigning cases became automated, overall reducing exception management and customer calls.
Outcome
Accelerated invoicing
American Water managed to improve operational efficiency without customer satisfaction declining. Now exceptions that lead to billing delays can be more effectively resolved in a shorter time frame – 6,000 billing-related exceptions are solved daily, with 98% of bills issued in 24 hours of a meter reading.
American Water is also benefiting from productivity reports tracing the work of back office agents, status reports on the total number and type of exception cases that have occurred within a given period, and trending exception activity, to enable root cause analyses.
Thanks to BDEx, American Water successfully turned customer service into a strategic business enabler and competitive differentiator.
BDEX
The strategic enabler for utilities companies
Let automation transform core customer experience and billing-based activities without compromising on downtime. See how BDEx can level up your service into a strategic differentiator.
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