Con Edison E-bill Study: Measuring the Impact of Electronic Billing on Critical Customer Success Factors
Con Edison of New York teamed with Fiserv and AccuData to quantify the business value it derives from delivering bills electronically to customers through its own website and online banking bill payment portals. The research study examined and measured the relationship between how customers receive bills and live customer care inquiries, website self-service usage and rate of arrears. The comprehensive analysis into millions of customer records also identified distinct segments of customers based on their billing and payment practices. The findings and intelligence gathered from this study demonstrates the multiple benefits a comprehensive, multi-prong e-bill offering and marketing program can provide.
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