May 19, 2020 | 8 am - 3 pm
Room: 202 B
7 am - 8 am
8:10 am - 8:30 am
Welcome & Introduction to Credit & Collections Synergy Group
Facilitators: Beth Freibert, Sr Business Process Analyst , LG&E and KU Energy
Latrice J. Williams, Utility Services Mgr, Los Angeles Dept of Water & Power
8:30 am – 9:15 am
Best Practices in Debt Resolution Today and Tomorrow
Speakers: Marko Ivanov, VP, Diversified Markets, TransUnion
With the introduction of new rates, programs and services (Pre-Pay, Pay by Day, Flat Bill, Budget Bill, Senior Citizens discount), Georgia Power has accomplished many disparate customer service goals, especially in their collections cycle. They have shortened the collections timeline from 90 to 53 days to reduce arrears. They are offering connect and disconnect service on the date requested. They are providing energy assistance to payment-vulnerable customers. Proactive communications and messaging have been implemented. Technology enhancements offered by their updated website, IVR and customer app are offering tangible improvements in the CX. Hear how this utility is firing on many customer operations cylinders, especially collections.
1 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 industry peers who have similar interests and challenges.
2:30 pm - 3 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: