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.
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