Dominion Virginia Power, one of the nation’s major utility companies, recently earned huge industry accolades for its enhanced e-business and e-billing customer service programs.
Electronic billing and payment systems are increasing in popularity all around the world. They are not only convenient, but also environment-friendly. Thanks to its interactive website and a host of e-business offerings, Dominion Virginia Power has accomplished a number of customer satisfaction goals.
The power company initiated its customer service enhancement program some 18 months back in an effort serve their customers around the clock in a quick and easy manner. Ensuring around the clock access to customer bills was one of the major goals of the initiative. Another major objective was to ensure that customers receive their bills electronically rather than through the mail.
The customer service team has reportedly been at work for past 18 months, working to improve the company's e-business offerings. This prolonged effort was adequately rewarded when more than 837,000 customers signed up for Dominion's eBill paperless, secure billing program. The company has reported a 30 point improvement in its J.D. Power overall customer satisfaction surveys during this period, and it hopes that sign-ups will exceed 1 million mark by the end of 2014.
Chartwell Inc., a research firm that helps utilities improve their customer experience and ultimately customer satisfaction, featured Dominion's enhanced e-business offerings in its January "Best Practices" issue.
“The team is meeting its goal of delivering quick, easy and accessible electronic transactions while providing services valued by customers,” Chartwell stated in its evaluation.
“We are extremely gratified to see our eBill and other e-business programs featured in a best practices guide for our industry. Our goal is to serve our customers 24/7 in a quick and easy manner. eBill and online access to customer bills is a major part of the way we work to accomplish that,” said Vice President of Customer Service Operations Gianna Clark in a statement.
Edited by Blaise McNamee