West Monroe Partners has collected data on four key channels customers use to interface with their utility and the relative amount of difficulty or effort each of these channels presents to customers.

These four key levers are ideal in improving overall customer effort and satisfaction:

1.    Customer Portal
2.    Public Website
3.    Interactive Voice Response (IVR)
4.    Live Agent

Our preliminary comparisons for a range of utilities offer some valuable insights. During this webinar we shared the results with attendees and suggested action items and potential solutions that could drive significant improvements throughout the meter-to-cash process. 

If you are interested in the slides from this webinar or a recorded version, please send us an email and we will get that over to you!