Con Edison Bill Redesign Exceeds Customer Expectations, Decreases Operational Costs

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2021 Chartwell Gold Award Winner, Billing & Payment Programs
More than 10 years after its last bill redesign, Con Edison launched a three-year-long project designed to deliver significant changes to customer bills, letters and eBill delivery. The updates improved the overall customer experience; created a modern, customer-friendly bill format designed to incorporate future customer preferences and mandated requirements; and supported and encouraged digital engagement and self-service functionality. Con Edison enlisted 1,500 customers through focus groups and online community surveys to assist in identifying desired bill attributes, and the project resulted in more than $450,000 in annual operational savings.  Speakers:  Raymond Joseph, MBA, Billing Delivery Operations Section Manager, Con Edison  Ray has extensive mid-level managerial experience in Customer Operations, CIS, Digital Analytics, Output Billing, E-delivery, and Digital Archiving. During past 5 years, he has successfully managed and implemented cost management and process improvement initiatives, achieving millions of dollars in sustainable operation savings. Ray is a Subject Matter Expert in back office functions, including digital document workflow expert, work management applications for systems, including Customer Service functions such as CIS, CAS & CSS systems, vendor management, USPS logistics and regulations, Move Update, IMB Fill Service, presort software, and data to mail processing software/hardware, as well as developing digital strategies that increase various billing & payment digital channel net adoption rates. Jonathan Feld, Billing & Payments Project Manager, Con Edison Jon is a customer service professional with more than 10 years of experience, specializing in customer experience initiatives, project management, outsourcing services, and quality assurance. Jon is a subject matter expert with customer service operating procedures, customer information systems (CIS), call center management, customer accounting, collections and payment processing, and public service law and regulations. Jon has successfully created and implemented multiple projects, as well as innovating current processes that have led to improved customer experience and cost savings.
award winner customer experience ebill EMACS