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 Walletron technology, part of the ACI Speedpay solution, to offer its customers a simpler, more convenient way to access and pay their bills.
“We wanted to create a new solution for our customers who were using electronic wallets for other purposes, and we saw that momentum building. ACI brought this solution to us, and it was the right time. We had heard the voice of the customer and they were saying that they needed something like ACI Walletron, and timing was just right.“
VP CUSTOMER EXPERIENCE
The Challenge
This Fortune 500 energy services holding company wanted to enhance the customer experience and expand its digital payment options via smartphone wallet apps. It was also looking for ways to increase paperless adoption and lower mailing costs. The solution needed to provide more choice and convenience while furthering the company’s customer-first and digital engagement strategies.
The Solution
This utility company selected the award-winning ACI Walletron mobile wallet bill presentment capability to its existing ACI Speedpay solution to offer its customers a simpler, more convenient way to access and pay their bills. This gave customers an improved eBilling experience while cutting mailing costs. ACI Walletron allows customers to leverage the native Apple Wallet and Google Wallet apps on their phones, allowing them to view their bills without needing a username or password.
The Results
As of February 2023, ACI Walletron adoption is 7.6% of the company’s digital footprint, representing 97,096 enrolled customers
1.2 million new mobile wallet bills delivered in 2021 resulting in $160,000 bill delivery 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
