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High Bill Cases for Energy & Utilities Customers
Sometimes customers have questions about their utility bill—especially when it's higher than expected. Your support agents can address questions about bills using Contact Center Console.
The Billing tab displays the current bill, the previous bill, and the bill for the same period last year graphically along with the historical bills. The Usage tab displays the consumption data over the past 18 months. An agent can review the bill amount, bill line items, consumption along with any adjustments, and compare it to the current bill. The agent can also view a list of cases raised in the past with a high bill query for a customer.
If the agent cannot resolve questions about a high bill and a further investigation is required, they can create a case to track the issue. The case is then passed to a billing specialist in the back office to investigate.
The High Bill Analysis process provides the information necessary for a front office user to resolve a high bill inquiry. The process consists of a High Bill Analysis screen with information commonly analyzed during high bill inquiries. A link to the process flow to Create a Case is available on the High Bill Analysis screen for scenarios where the high bill inquiry cannot be resolved, and further investigation is required.
- Use the Identity Verification feature to verify the identity of the caller and launch the customer's accounts page.
- On the customer account page, select the Usage tab to view a graphical representation of the energy bill consumption pattern for a selected period.
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On the customer accounts page, select the
Billing tab.
To compare bills:
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Analyze the graphical comparison of the current bill, the previous bill, and the bill for the same period the previous year.
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View a list of bills. To view the PDF version of the bill, click View Bill.
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Select the expand button on the right of the list to view a breakdown of the line item details that make up the total shown on the bill.
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- Click High Bill Case, to create a case for further analysis.
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On the Create Case page, enter the relevant
information:
Fields
Description
Priority
Enter the case priority. You can select from High, Medium, or Low.
Subject
Provide a meaningful subject describing the customer query.
Description
Specify a detailed description of the customer query and problems.
Statement
Select the billing statement that you want to associate with the case.
Statement Line Item
Select the line item for the selected billing statement. This field is populated only when the Statement field is selected.
- Click Submit.
- Click Finish.
