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 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.“

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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 Walletron 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 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 2021resulting 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 
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