Puget Sound Energy has launched the first ever deployment of Opower’s Bill Advisor product suite. Over the next few months, more than 500,000 PSE customers will receive an upgraded self-service e-bill experience, new “unusual usage” alerts, and improved call center tools for PSE energy advisors to identify ways for customers to save on their monthly bills.
Bill Advisor is Opower’s latest Customer Care offering. It enhances the billing experience for utility customers with proactive alerts, self-service tools, and integrated call center software that embeds helpful, personalized insights across the entire billing process. The product is designed to dramatically reduce the number and length of calls made to utility contact centers, and significantly improve the quality of those that do occur by equipping representatives with the insights they need to have productive, satisfying conversations with every customer.
“We know that the bill is utility companies’ most important point of communication with their customers,” said Opower CEO Dan Yates. “And utilities have the opportunity to use software to significantly improve that moment of interaction in a way that delivers both a better experience for the customer and improved operational results for the utility.”
Because Bill Advisor is built on Opower’s customer engagement platform and powered by the company’s big data expertise, utilities such as PSE are able to leverage advanced analytics, targeting, and automation to deliver unique bill experiences on a massive scale.