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Stop a Service for Energy & Utilities Customers
Stopping a service for your Energy & Utilities customers is a complex process. You must update multiple systems, inform external partners about the updates, and create and maintain commercial records.
Using the Energy & Utilities Contact Center Console, you can help your customers move-out of the property to which the utility provides services. The customers, consumer or business accounts, may have multiple service accounts, where each service account may have multiple assets or services attached to it. These assets can be electricity, gas, or water. Select the services and the associated assets that you need to terminate or transfer.
You can stop a service for a customer in these scenarios:
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A customer is moving out of the premises or wants to terminate one or more of the services.
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A customer is moving out of the current premises and moving into a new premises where the utility provides services.
Let's look at each of these scenarios in detail.
Stop and Terminate Services for Energy & Utilities Customers
When a customer moves out of a premises or wants to terminate one or more services, you can start the move-out process. Capture information such as property details, services to be terminated, close meter readings, and move-out dates. You must also provide an end date for all the assets to be terminated in line with the move-out date.
After all the assets linked to a service account are terminated, the service account is marked as Inactive even if the move-out date is sometime in the future.
When all the assets linked to a consumer or billing account are terminated, the information is synced with the backend billing system. A final bill is generated on the move-out date and the contract is closed. You can send the final bill to the customer shipping address that is captured as part of the consumer and business account details.
- Use the Identity Verification feature to verify the identity of the caller and launch the customer's accounts page.
- On the customer accounts page, select Stop Service from the Actions menu.
- On the Select Premises page, select the Premises Address from where you want to terminate the service.
- Click Next.
- On the Select Asset page, select at least one service asset that you want to terminate.
- Click Next.
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On the Move Out Information page:
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Specify the MoveOut Reason:
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Leaving Service Territory
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Signed with Competitor
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Other
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Enter the MoveOut Date.
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- Click Next.
- On the Pre-Confirm Move Out page, select Yes to proceed with the move-out process.
- Click Next.
- Click Finish.
Start Services at New Premises for Energy & Utilities Customers
Moving existing customers to a new premises is a two-step process. You must first stop the service at the current premises and then start the service at the new premises.
Perform all the steps specified in the Stop and Terminate Services for Energy & Utilities Customers process followed by the Move-out and Start a Service for an Existing Energy & Utilities Customer from One Premises to Another process. The Start Service process captures the details required to transfer the service and assets to the new premises.
