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Case
Studies :
Utility Company |
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Billing Harbor, Payment Harbor
| Client |
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Utility Company |
| Client's Needs |
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A diversified utility company serving over 3,000,000 customers wanted to provide a 24/7 billing solution to both its customers and CSR’s. The billing system must integrate seamlessly with their existing back-end billing and VRU systems. To encourage greater customer adoption the company wanted to introduce a convenience fee based model.
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| Solution: |
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This company selected Harbor Payments to provide online Payment Only and IVR solutions. These solutions enable customers to view summary bill information and submit payments (recurring or one-time) via either the web, IVR, or CSR. These solutions allow the company to offer a fully integrated electronic billing system that reduces the cost associated with processing customer bills. The IVR integration allows customers to make payments through the company’s existing system without being transferred or having hang up to dial another 800#.
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| Resulting Benefits: |
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Reduced Processing Fees – customers will make more online and/or phone based payments due to the low cost convenience based model offered by the company. Also, eliminates company’s risk associated processing electronic payments by offering the convenience fee model.
Higher Customer Satisfaction – customers can now access billing information and submit a payment via online or phone on a 24/7 basis.
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