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TPU Reduces Exceptions by 70 PDF
TPU Reduces Exceptions by 70 PDF
TPU Reduces Exceptions by 70 PDF
Major US utilities
organization reduces
exceptions by 70%
in a week
How a leading utilities organization improved billing accuracy and
reduced their exceptions backlog by 70% in just a week to reach
new levels of customer service.
In addition, TPU
Customer Services bills
for Environmental Service
utilities services (garbage,
sewer and surface water)
for those customers
who live within the city of
Tacoma.
TPU provides
services that are
vital to quality of life.
They are highly active
members in servingand giving back to their local community
with a real focus on
customer service
excellence.
miles of water
mains
Publicly owned
since 1893
$537.5M
$
operating
revenue
2341
1336
employees
>200,000
customers across the
Tacoma Public Utilities
divisions system.
miles of
transmission/
distribution lines
helped 1336
households
pay their bills
gave
$270,000
in cash,
products and
volunteer time
The
Challenge
The Challenge
efficiency
The Challenge
customer
satisfaction
The Challenge
11% of meter
readings involved
exception handling!
Comparably the company had higher average call
handling times and more billing issues. In fact, 11%
of their meter readings were involved in exception
handling at some point in the process; either because
of an error, a missing meter reading, or not fitting
within pre-defined thresholds.
This meant some bills didnt reach customers in
a timely manner and this resulted in an increased
cost of service per customer.
The Challenge
The
Solution
The Solution
360
The Solution
The Solution
exceptions
labor
overtime
The Solution
The Solution
The Solution
-70%
reduced labor
and overtime
BDEx
part of BDiApps
basistechnologies.com
basistechnologies.com