T&D World Magazine
ComEd Enhances Online Service Options Based on Customer Feedback

ComEd Enhances Online Service Options Based on Customer Feedback

Enhanced online tools have already increased customer participation in web-based transactions

Last year ComEd customers set the record by completing more than 19.4 million transactions through ComEd’s web and mobile sites. More and more customers are opting to use web-based tools to review their accounts and pay their utility bill online. Now, ComEd is making it even easier for customers to conduct online transactions by adding a few more free options.

ComEd customers can now log in to their online account to schedule a free electronic check (eCheck) payment using their bank account. ComEd eliminated the $2.50 processing charge for electronic check payments to offer this free and convenient online option to customers. In addition, customers can securely store their payment accounts in their virtual wallet for future use. Furthermore, customers enrolled in ComEd’s Paperless Billing program can receive their bill directly from ComEd.com, a feature that was previously available only through a third party website. Enrolled customers will receive an email from ComEd when their bill is ready to view online.

These new customer service improvements were made based on direct feedback from customers and are part of the utility’s efforts to offer its customers a premier experience. The enhancements have already shown a positive reception with a 19 percent increase in customers choosing to pay with eCheck within the second month after the launch of the new features. In addition, more than 45,000 customers have already enrolled in the new paperless billing option.

“We’re working hard to create the best experience we can for our customers,” said Val Jensen, senior vice president of Customer Operations, ComEd. “With the launch of our new electronic payment options, we are delivering on our customer promise and providing them with convenient tools that better meet their needs.”

The utility’s customer service tools are at the forefront of technology and enhancements available in the energy industry. Last year, the utility redesigned its residential customer bill using crowdsourcing to gather customer input and was recently recognized by PowerGrid International with its Customer Engagement Project of the Year Award. In addition, ComEd’s smart phone app achieved more than two million mobile transactions last year and has been recognized by J.D. Power as an industry best practice. ComEd also became the first utility to offer its customers the option of reporting an outage through Facebook.

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