T&D World Magazine

Riverside Public Utilities Selects KUBRA E-Billing, Customer Self-Service

KUBRA has signed an agreement with Riverside Public Utilities to provide e-billing, e-payment and customer self-service solutions. Riverside Public Utilities provides water and electric services to more than 102,000 electric metered accounts and 62,000 water metered accounts in the city of Riverside California. The city of Riverside will leverage the i-doxs Suite to improve customer service levels while reducing overall cost structure by migrating customer interactions from expensive paper and call-center based channels to lower cost and more responsive online self-service and assisted care channels.

Riverside Public Utilities will implement the Platform, i-Direct, i-Pay and i-Market Modules within the i-doxs Suite to support its online account management, one-time or non-enrolled payments, electronic document archival/retrieval, and integrated e-billing requirements. The i-doxs Suite will enable Riverside Public Utilities to deliver a multi-channel approach to all aspects of its account management and customer self-service requirements with transparency across all engagement points.

Riverside Public Utilities wanted an enterprise application that could support its requirements for one-time non-enrolled payments with convenience fees across IVR, Call Center, and Internet channels along with enrolled e-billing and customer self-service capabilities within one universal payment data warehouse. The i-doxs Suite, by combining e-billing, e-payment, and advanced self-service technologies across all customer touch points powered by a common technology platform, delivered on this critical requirement affording Riverside Public Utilities access to a complete view of the customer across all financial account transactions.

Once deployed the customers of Riverside Public Utilities will be able to make non-enrolled one-time payments across a variety of channels (IVR, Call Center, and Internet) and payment types (credit cards, debit cards, and checking) as well as enrolled in an e-billing and customer self-service application at the utility online services portal, www.riversidepublicutilities.com.

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