May 19, 2020 | 8 am- 3 pm
Room: 202 A
          $495 Registration Fee



7 am - 8 am

Breakfast Buffet - Ballroom C



8 am




8 am - 8:30 am

Welcome / Introduction to Billing & Payments Synergy Group

  Facilitator: Chad Moore, Customer Care & Field Services Supv, LVWD



8:30 am – 9:15 am

Convenience, Speed & Simplicity: Helping Utilities Embrace the Digital Rise


Speakers: Ellen Rendos, Dir, Credit & Collections & Remit, Southern Company Gas
Randy Vysckocil, VP, Sales and Business Development, Speedpay, an ACI Worldwide Company

  Facilitator: Carolyn Mackool, Dir, Customer Care, DC Water
  Summary: Technology is paving the way for better payment experiences. But before digital tools can aid in the receivable and collections process, utility providers must understand customer preference and practices, then help them become more comfortable with newer payment technologies. Attendees will walk away armed with data on how and why customers want to pay using digital tools, as well as best practices for supporting customer adoption from a leading utility provider serving 9 million customers each day.
9:15 am – 10 am Unprecedented: SMUD's Transformation to Time of Day Rates
  Speakers: Erik Krause, Dir, Retail Product Delivery & Sales, SMUD  and
Brandy Bolden, Dir, Revenue Operations, SMUD
  Facilitator: Jon Simonson, Mgr, Acct Services & Revenue Act Supv, NW Natural Gas
  Summary: In 2019, SMUD successfully completed the transition of more than 500,000 residential customers to a new, standard Time of Day (5-8 pm) rate. SMUD is believed to be the first large utility in the United States to have Time of Day as its standard rate for both residential and commercial customers. Currently, it has more than 98% of all residential and commercial customers on Time of Day. This session will provide insights into the unprecedented technology, process and communication efforts that have ensured the success of this transition, while providing key lessons learned for utilities considering or in the midst of similar transitions.
10 am - 10:15 am
Coffee & Tea Break
 10:15 am - 11 am  360°  View of Mobile Billing & Payments: How Utilities can Align to Changing Customer Preferences
   Speakers:  Maurice Gill, Digital Marketing & eCommerce, Enterprise Technology| Omni-Channel, Central Hudson Gas & Electric
Justin Jackson, VP, Enterprise Payments, Fiserv
Greg Weeks, Mgr, Regional Sales, KUBRA
  Facilitator: Nicole Swan, Mgr Ops Revenue Control & SOX, PSE&G
  Summary:  Customers are increasingly reliant on mobile devices to shop, socialize and transact business. With that, the number of mobile bill payments are increasing as well. Understanding customer bill payment activity can help a utility better serve its customers, and be a leader compared to businesses across industries. Join us for this panel to discuss and take advantage of insights drawn from consumer behaviors and expectations. Learn how to deploy strategies for mobile billing and payment to enhance your customer experience. 
11:15 am - 12  pm
Building a Positive CX Through Digital Billing and Payments
  Speakers: Brian Lewis, Mgr, Retail Services, Santee Cooper
Lance Brown, VP, Smart Energy Water
  Facilitator: Vanessa Shields, Supv Revenue Services, Vendor Mgmt, Duke Energy

Summary: One primary interaction point between the customer and the utility is billing and payment services. When designing a better experience for all customer segments, it is imperative to take a look at 360° interactions and provide customers with flexible payment and communication channels. Santee Cooper, South Carolina’s largest power producer and the electricity source for 2 million people across the state, adopted best practices in re-imagining the customer bill and payment experience to make it more intuitive and user-friendly. Santee Cooper adopted Smart Customer Mobile (SCM®) a digital customer engagement platform that allows its customers to pay their electricity bills in the most secure and convenient way using digital portal and mobile channels. Follow this session to learn how Santee Cooper empowers customer with multiple easy-to-use billing and payment options and preferred communication channels that have lowered costs and improved CX.
12 pm - 1 pm
Lunch - Ballroom C



1 pm – 2:30 pm

Open Forum Discussion

  Facilitators:  Ashley Arndt, Mgr, Billing Systems & Projects, PSEG Long Island &
Chad Moore, Customer Care & Field Services Supv, LVWD


*Attendees, this is a great opportunity to bring Hot Topics and Top of Mind issues to discuss with peers in your industry with similar interest and challenges. 


2:30 pm - 3 pm

Closing and Surveys
  Facilitator: Vanessa ShieldsSupv Revenue Services, Vendor Mgmt, Duke Energy

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager