1. To increase collections while reducing billing costs, utilities must expand digital access to payment and assistance options with proactive communications.
2. Targeted communication strategies informed by data analytics can effectively help utilities influence customers to pay more on-time.
3. With many customers financially struggling, utilities should consider programs which can make bills more affordable for end customers.
Noah Solomon is a Research Manager at Chartwell, Inc. He conducts research and analysis to aid utilities in understanding and improving their customer experience and engagement in billing and payment. Noah has a background in energy, consumer insights and market research both in his academic and professional careers.
Chelsie Carter as the Accounts Receivable Manager for the Metropolitan St. Louis Sewer District (MSD) oversees billing, collections, payments and customer service. She has more than 20 years of experience in Billing, Customer Service, and Reporting. Data mining, business warehousing and analytics initiatives which contributes to her team’s success through data informed decision making
Haley Green is the Business Development Manager for American Water Resources. She helps municipalities and utilities generate bottom-line revenue, improve customer satisfaction, and provide homeowners with infrastructure and budget protection. Haley has produced numerous municipal water conferences and educational industry courses during her time at Global Water Intelligence and EUCI.