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E-Billing services


E-Billing and self-service for utilities

Deregulation in the energy industry has created new urgency for electric, gas and other utilities to find ways to differentiate their offerings, attract new customers and retain existing accounts. E-billing and self-service solutions create tremendous opportunities for utilities to build strong customer relationships while significantly reducing their cost of customer service. The ROI is significant by any measure, but success is driven by strong customer adoption.

Utilities were early adopters of e-billing and payment technologies, but they have fallen far behind. Today, while other industries boast e-billing adoption rates of 30-40% and higher, less than 10% of utility customers have adopted e-billing. Most utility e-billing sites offer limited functionality, poor performance and do little to encourage their customers to switch to the online channel for billing and customer care. However, some of the nations’s leading utilities are building strong adoption of their online channel by offering customers rich billing content that is customized to users’ needs.

Aeturnum's deep expertise with the leading e-billing technologies enables it to easily extend and customize the applications' out-of-the-box capabilities for utilities to provide the unique and compelling content that drives strong adoption and ROI. For residential customers, this includes comprehensive online billing, account management, one-time and recurring electronic payments, service usage analysis, online service requests and online adjustment requests. For business customers, additional capabilities include consolidated billing, online service requests and approval workflow capabilities. These features deliver significant benefits for utilities by:

  • Building stronger relationships through a strategic customer touchpoint

    The monthly bill is the most common opportunity for a utility to interact with its customers. As such, it provides the best and most efficient platform to communicate information, offer new services and build an ongoing relationship. Aeturnum can help streamline the backend integration with your billing and customer care systems, enabling your customers to manage all their account activity online. This makes it easier for them to do business with you, improves customer satisfaction and creates higher switching costs.

    Aeturnum also enables you to integrate with utility specific systems such as “Report Before You Dig” and “Report an Outage.” We can also set up custom alerts and notifications regarding important service information and notices that can be delivered via desktop and a variety of mobile devices. Some e-billing applications can also be integrated with smart Meter Data Management apps such as LodeStar, providing time-sensitive and actionable information for your customers.


  • Deflecting contact center calls and reducing customer service costs

    The vast majority of calls to a utility call center concern a bill, a payment, a service order or a simple account management request. By streamlining the integration of the e-billing solution with your current systems, Aeturnum makes it easier to present the most important customer information online. As a result, more contacts are deflected from the call center and customer service costs are reduced.


  • Streamlining Payment Processing and Reducing DSO

    Payments are one of the most common online capabilities used by utility customers. The ability to offer comprehensive payment capabilities – one time payments, panic payments, mobile payments; the ability to use different payment accounts, and to set specific dates – all in one place, is very important to customer adoption. In addition, online bill payment reduces Days Sales Outstanding (DSO) by avoiding mail and processing delays. Aeturnum can extend your e-billing application to enable all of these capabilities and benefits.


  • Reducing printing and mailing costs

    A richer online experience means more customers committed to the online channel and more customers turning off their paper utility bill. In addition to the obvious environmental benefits, this saves considerable cost in paper, postage and handling each month.


  • Decreasing Operational Costs

    Content rich e-billing and self-service solutions drive additional benefits by automating time consuming billing disputes, service scheduling, and even meter reading. In addition, the solution can be deployed in multiple languages, simplifying call center staffing needed to serve a diverse customer base.

For more information on increasing the adoption of your E-Billing and online self-service site: