Dec 16, 2008

Puget Sound Energy Implements Online Customer Service Center

Aclara Software provided Customer Moves Center, which allows customers to manage service online

Washington State’s oldest and largest energy utility, Puget Sound Energy (PSE), a subsidiary of Puget Energy, has successfully rolled out Aclara’s Customer Moves Center, which allows utility customers to start, stop, and transfer electric and natural gas service online. The utility also recently deployed Aclara’s paperless billing and e-mail notification solutions to eliminate paper statements and ensure customers receive bills in a timely manner.

PSE is the first utility to employ the Customer Moves Center in conjunction with paperless billing and e-mail notification, allowing residential consumers to make payment arrangements and start, stop or transfer service without assistance from a call-center agent. Actual payments are processed by a third party.

“We continue to enjoy a productive partnership with Aclara Software. Our implementation of its consumer-oriented energy products has allowed Puget Sound Energy to provide top-notch service to its customers,” said Wendy Micklus, manager customer experience. “We are pleased with the benefits to our utility customers provided by Aclara.”

“Our partnership with Puget Sound Energy continues to grow, and we plan to work closely with the utility as it applies Aclara applications to improve the customer experience and enhance call-center operations,” said Bruce Phillips, group president of Aclara.

PSE employs Aclara Software’s energy- and bill-analysis software to empower customers to control and reduce energy usage. The applications all work from within Aclara’s dashboard application, a user interface that provides a single screen from which customers can manage their accounts. PSE also uses Aclara Software’s call-center solution to automate customer contact.