Why You Need to Automate Utility Customer Service and Billing Processes
Let’s face it; there’s never enough time. At the end of the work day, the to-do list is longer, our inboxes are full, and our want-tos are always more than our get-tos. But it doesn’t have to be this way if you automate utility customer service and billing processes. Here’s why.
Business processes make us more organized, and optimized software makes us more efficient. When we allow the software to work for us, we use time-consuming manual, paper-based processes less and less. If you’re in the middle of that transformation from paper to digital, then you may still have some non-automated processes that are taking valuable time out of your already busy day. Now is the best time to examine your customer services and utility billing processes to see which ones can be automated.
Why Automate Your Utility Customer Service and Billing Processes
Automation saves time and resources, turning repeatable, routine tasks into set-it-and-forget-it actions. With NorthStar’s Automation Platform (AP), you have a digital worker churning out monotonous tasks so that your team can handle other high-priority jobs that need a human touch. With AP, your digital worker will streamline, centralize, and schedule routine jobs that, before automation, needed time-consuming hands-on attention.
Benefits of Automating Customer Service and Utility Billing Processes
Automation creates transparency.
Automation creates uniformity.
Automation creates more time each week.
Automation creates reliability.
Automation improves customer experiences.
Automation creates transparency
Automating processes has several benefits for your staff and your community. Using automation creates transparency because actions are run the same way every time instead of differently by each person. Scheduling and automating tasks gives your team a clearly defined path to data collection, so there’s no guesswork. Even when someone goes on vacation or retires, your team will have all the information they need in your system and not in someone’s head. Automating processes keeps your community’s information where required so everyone can perform their jobs more efficiently, ensuring that you provide your community with the best possible customer service.
Automation creates uniformity
When business processes are defined, everyone knows their role in keeping data up to date and available for use. Automated CIS software takes the guesswork out of who’s supposed to do what and when it’s supposed to be done. And when processes and account information is detailed and uniform, your CSRs have the information they need to serve your community well. The added benefit of uniformity is that it creates measurable processes. When processes are uniformly measured, you can create benchmarks to understand internal and customer-facing performance and make necessary improvements.
Automation creates more time each week
Not only does automation improve uniformity, but automation also gives you back hours each work week. Setting up reports during non-office hours frees up your staff and computer processing resources for other high-priority tasks. Instead of running your reports during the day, your digital worker uses the time when no one is using your processing speed to its advantage. No need to worry about if you’ll have enough processing power to run a report. Schedule tedious, time-consuming jobs at night, and your team will have reports waiting for them in their inboxes. And the added benefit is that your team is free to work on other high-priority tasks that need a human touch.
Automation creates reliability
When you automate tasks, you schedule them to run, making the data they create consistently and accurately available. Accurate, reliable data helps your staff provide better first-contact resolutions because they don’t have to say, “I’ll get back to you.” Instead, they have the information they need right at their fingertips. When accounts or routinely updated and payments and refunds have been assigned to the accounts on time, the information in the customer’s account is always reliable. And if CSRs have the information they need, they can provide better customer experiences.
Automation improves customer experiences
When your accounts are up-to-date, you increase reporting accuracy and avoid sending out late payments or disconnect notices after payments have been made. Each time your team works with a customer, you’ll be assured they have the necessary information. Through automation, your team has the information they need to resolve disputes before they become disputes. So when a customer calls saying they made a last-minute payment in your portal the previous day, your CSRs will have that information. And when someone initiates a move-in or move-out, you’ll be able to issue service orders and refunds as soon as possible. With each timely action, your customers will feel they are being taken care of, creating better customer experiences.
Want to learn more about how automation? Read our latest case study, The City of Newark, DE Saves Time With Automation. And, if you’re ready to automate processes, contact your sales account manager today.