Utilit-e Connect
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Customer Service

The Customer Service module facilitates customer account management. In addition to viewing account information, accounts are created and maintained within this module. The inquiry is comprised of over fifty different screens of information designed to present data as needed for various job functions. Examples of these include applicant/address, customer messages, accounts receivable detail, delinquent history, e-mail notifications subscription, account service history, location service history, service order history, usage history, meters, and transformers.

 

Key Features & Benefits of the Connect Customer Service Module

Lookup Methods:

An account can be accessed via any of the following key data – account, member number, service order number, driver’s license, social security number, phone number, name of any applicant on the account, mailing address, service address, location number, location coordinate, parcel identification number, service coordinate, reading route-sequence, meter number, meter serial number, transformer number, transformer serial number, or transformer location.

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Account at a Glance

Account at a Glance:

Once an account is selected, the initial screen is designed to give a quick overview of the account. In addition, the operator has the ability to quickly drill into account data for viewing or maintenance.

Alerts:

Account alerts are displayed on the initial Account at a Glance screen. This includes such things as messages, pending orders, disconnected for nonpayment, and meter tampering.

Messages:

As circumstances dictate, it is often desired to notate a detailed message. Connect will tie an unlimited number of messages to an account, applicant, or location. Utility defined types are established to categorize the messages.

Unlimited Applicants per Account:

Complete applicant records can be kept for an unlimited number of people. The relationship of each person to the account can be designated as primary, spouse, roommate, reference, business, partner, officer, etc. An applicant record can be tied to multiple accounts, which reduces input and maintenance normally associated with managing names.

Prevent an Individual Account from Billing:

When the cycle is ready to bill, if select accounts aren’t ready to bill, the prevent flag will prevent that account from billing. When ready, the account can be billed individually from the Customer Service module and in turn print a statement for the account.

Prebill:

At any time see the account’s next estimated bill. If the reading is already entered it will be determined on the actual reading, if not, the usage will be estimated. For accounts finaling, the final bill, complete with the refunding of deposit and deposit interest, is calculated.

Statement History:

View and/or reprint any statement on the account. If a customer requests a copy of the bill, or it would just be helpful to view the customer’s statement while he/she is asking questions about it during a phone call, simply click reprint. If an adjusted bill needs to be sent to the customer, a printed adjusted bill is just one click away.

AR Balance:

Varying methods of presentation of account balances are available to assist in answering customer questions. The AR (Accounts Receivable) Balance screen lists an account’s unpaid statements and the detail of the charges comprising those statements. The Summary of Charges and Payments screen provides a chronological breakdown of the charges and payments on an account. In addition to the screen presentation, a Quick Print provides a report that can be provided to the customer.

Payment Options:

This screen provides the ability to set an account up on bank draft or recurring credit card. It also enables a non-cashier to accept a credit or debit card payment. Typical use of this feature is a delinquent customer calling in when field personnel are on site ready to cut them off.

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Delinquency History

Delinquent History:

A simple grid display of delinquent activity on an account provides a view of delinquent trends. Connect maintains a complete history of all delinquent/collection occurrences invoked on an account. An event can be associated with the generation of a statement, returned check, penalty notice, disconnect notice, write-off and many more. Numerous events are automatically generated and stored on the account via the associated process. Manual events can also be tracked. This history is vital to determine credit rating and deposit refund eligibility.

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Usage History

Usage History:

Complete usage history for every register of every meter. The actual usage history is presented showing every reading and adjustment. The adjusted usage tab presents the usage as one line item for the period – combining the original reading/usage record and any subsequent adjustments for the usage period.

Extra Fields:

Connect allows for the addition of user defined fields. Extra fields can be associated with accounts, meters services, locations, and transformers. Extra fields are created in a setup table defined by the utility. The utility can determine what they would like to display as the label, the order the fields display on the screen, the validation criteria, the validation error message, and the type of data to be stored.