Room 122 C
April 9, 2019 | 8:00 AM - 3:00 PM
          $349 Registration Fee



7:00 AM - 8:00 AM

Continental Breakfast - Rooms 129 A/B



7:30 AM - 8:00 AM 




8:00 AM - 8:30 AM

Welcome / Introduction to Billing & Payments Synergy Group

Fred Daum, Exec Dir,Customer Ops, PSE&G



8:30 AM – 9:15 AM

Case Studies in Continuous Billing and Payment Process Improvement


Speaker: Lisa Burnett, Dir of Customer Service & Business Operations, 
Louisville Water Company

Co-Speaker: Maryann Wolff, Managing Partner, Intoollect


Learn how two utilities – one water/wastewater and one electric, used data mining and an innovative process-focused analytics approach to measure, analyze, improve and predict billing and payment performance.

Using process intelligence software to extract time-stamped steps from their CIS and other applications, the utilities could, for the first time, see the beginning-to-end story for several key billing processes, including meter read exception handling, account adjustments, real time payment actions and more. 

These “deep dive” measurements provided both “macro” and “micro” benefits. Hand-off points between applications and teams revealed big picture system bottlenecks and organizational flow issues. Click-by-click step analysis uncovered immediate training and application design opportunities, with quickly demonstrate cost savings and reduction in customer-facing errors. 

Once new process designs were created from these discoveries, the software was used to predict the savings from the changes. Similarly, regulation-mandated process costs could be predicted more accurately.  Most importantly, continuous improvements can be derived from ongoing measurements of the billing and payments business process activities.

9:15 AM – 10:00 AM
PayGo Utilities, A New Way to Pay That Benefits Consumers, Retailers and Utilities

Speakers: Scott Cotney, Mgr Customer Services Ops, Southern Company & Dave Elve, EVP & Chief Mktg Officer, PayGo Utilities

Using an innovative data algorithm, utility business rules, and retail interface, PayGo Utilities is providing consumers with real-time, convenient options to pay for and manage their consumption of electricity, water and gas, including using cash payment in the checkout lane at an expanding number of grocery stores, pharmacies and other retail locations.

 10:00 AM - 10:15 AM
Break – Refreshments in foyer near room 123
 10:15 AM - 11:00 AM
Emerging Payment Channels: How Secure are They?
  Speaker: Stuart Bain, Sr VP, Alacriti Inc.

Security and payments go hand-in-hand, form traditional practices for in-person transactions to today’s sophisticated online fraud prevention and security disciplines. The evolution of payments security is necessary to both safeguard the various channels that consumers use and protect the sensitive information they transmit. And security must continue to evolve as new payment channels emerge, because fraudsters are all too willing to exploit fresh cracks in the system. The technology that fuels today’s emerging payment channels is evolving rapidly. Chatbots powered by artificial intelligence are creating new payment channels on messaging apps like Facebook Messenger and through intelligent personal assistants like Amazon Alexa and Google Assistant. How does payments compliance and regulation apply to these channels? Are these transactions secure? And what should your business consider when implementing a chatbot?

 11:00 AM - 12:00 PM
Leveraging Customer Engagement / Rewards Solutions to Increase Participation in Paperless Billing

Speaker: David Kennedy, Dir of Sales, Customer Motivators

  Many utilities are frustrated by the low percentage of customers they have enrolled in paperless billing and have concerns their marketing tactics are stale and not generating the projected conversions needed to meet management’s expectations.
Our presentation will be focused on sharing proven marketing strategies & tactics used by Alabama Power, New Jersey Natural Gas, Florida Power & Light and many others to improve response rates and increase customer adoption to paperless billing without changes to their current marketing processes. Our utility clients typically see between a 280% up to 350% lift when deploying our solutions to increase adoption to paperless billing.

12:00 PM - 1:00 PM
Lunch - Rooms 129 A/B



1:00 PM – 2:30 PM

Open Forum Discussion


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 - 3:00 PM

Closing and Surveys

We will close with a review of today’s session and completion of surveys. 

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager