Puget Sound Energy Reimagines the Customer Payment Experience

2021 Chartwell Bronze Award Winner, Billing & Payment Programs


Puget Sound Energy’s 2020 Payment Platform Replacement Project, launched in partnership with new payment partner Paymentus, was designed to make the process of paying bills faster and easier for customers. The project, which required multiple internal integration points within SAP CIS and web front end SiteCore, resulted in more than 30,000 new autopay signups; immediate adoption of the new PayPal payment method (representing approximately 44,000 transactions per month); and a dramatic improvement in J.D. Power customer service rankings. The utility took home Chartwell’s Bronze Award in Billing and Payment Programs for its reimagined payment experience.


Speaker: Kristina McClenahan

Product Development Manager, Puget Sound Energy

Kristina is the Product Development Manager, Billing and Payment with Puget Sound Energy (PSE) a gas and electric utility in Washington State. She has been with PSE for 14 years focused on internal and external customer experiences. She uses customer feedback to steer the decision-making process to put the customer first. Her main focus being on the customers preference in receiving bills and submitting payments. She collaborates with Business and IT teams to ensure continued best practices, enhancements, and upgrades are delivered to enhance the customer experience.