Case Study

Fortune 500 Energy Services Company Drives Savings and Satisfaction

A Fortune 500 energy services holding company wanted to expand its digital footprint and offer its customers greater choice and convenience in accessing and paying their bills. The forward-thinking utility recognized the consumer trends in using native smartphone mobile wallet apps, Apple Wallet and Google Pay—a trend it felt could benefit both its customers and bottom line. 

The utility company selected the ACI moBills technology, part of the ACI Speedpay solution, to offer its customers a simpler, more convenient way to access and pay their bills. 


“We need to stay top of mind and eliminate pain points for our customers, and deliver the right solutions for them to meet their needs.“

VP CUSTOMER EXPERIENCE

The Challenge

  • This Fortune 500 energy services holding company wanted to enhance the customer experience 
  • The utility wanted to expand its digital payment options via smartphone wallet apps
  • It was also looking for ways to increase paperless adoption
  • The solution needed to provide more choice and convenience while furthering the company’s customer-first and digital engagement strategies
     

The Solution

  • The utility added ACI moBills mobile wallet bill presentment capability to its existing ACI Speedpay solution
  • This gave customers an improved eBilling experience while cutting mailing costs
  • Customers can now receive and pay their monthly bill through their native smartphone app: Apple Wallet (iPhone) or Google Pay (Android)
     

The Results

  • As of May 2020, ACI moBills adoption is 7.6% of the company’s digital footprint, representing engagement of 73,400 customers 
  • 33.3% of ACI moBills users have enrolled in paperless for the first time, delivering a substantial cost savings
  • Increased customer satisfaction and improved J.D. Power Gas Utility Residential Customer Satisfaction Study rating, showing growth in the Billing and Payment Index and Overall Customer Satisfaction