How Utilities Can Streamline Operations and Reduce Costs
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How Utilities Can Streamline Operations and Reduce Costs

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Citizens Gas talks with Experian QAS about the impacts of address and how their data quality has improved using Experian QAS products.

Citizens Gas talks with Experian QAS about the impacts of address and how their data quality has improved using Experian QAS products.

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    How Utilities Can Streamline Operations and Reduce Costs How Utilities Can Streamline Operations and Reduce Costs Presentation Transcript

    • How Utilities Can Streamline Operationsand Reduce CostsA Q&A with Citizens Gas Teleconference: Dial-in: 1-800-214-0745 Passcode: 845973© Experian Limited 2008. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Limited. Other product and company names mentioned herein may be the trademarks of their respective owners. No part of this copyrighted work may be reproduced, modified, or distributed in any form or manner without the prior written permission of Experian Limited. Confidential and proprietary.
    • Welcome!Introductions and Overview of Today’s Session Q&A with Citizens Gas on impacts of address verification Today’s speaker:  Dennis Claffey  Manager of Customer Relations  Randy Rollins  Customer Service Supervisor Experian QAS product demonstration Questions from the audience © Experian Limited 2008. All rights reserved. Confidential and proprietary. 2
    • 1. Will you introduce yourself, your role and give aquick overview of your organization? Dennis Claffey  Dennis is the Manager of Customer Relations and is responsible for the customer contact center Randy Rollins  Randy is the Customer Service Supervisor and provides direct support for all call center representatives Citizens Gas  Citizens has a single focus on customer service because its visionary founders, including Colonel Eli Lilly, chartered the company in 1887 as a Public Charitable Trust. Using a not-for- profit approach, Citizens either returns profits to you in the form of lower rates or reinvests profits to make its facilities more reliable and efficient. © Experian Limited 2008. All rights reserved. Confidential and proprietary. 3
    • 2. What are the internal, operational repercussions ofbad address data? How does it hurt your organization? Rework required deters from core job responsibilities Creates additional research, as every bill needs to be updated with correct address information Costs add up due to operational repercussions © Experian Limited 2008. All rights reserved. Confidential and proprietary. 4
    • 3. How do address errors get into yoursystem/processes? Address data is provided by a customer Errors occur when:  A customer provides a wrong address  Call Center reps type the information wrong  Misinterprets the customers address  Spelling or fat-fingering issues © Experian Limited 2008. All rights reserved. Confidential and proprietary. 5
    • 4. How did you start your address data quality initiativeand ultimately select software? Wasn’t looking for a solution  Experian QAS representative met the Director of Customer Services at a tradeshow  Saw the QAS Pro tool and wanted to show others within the organization  Gave the QAS rep the “secret code” to get through his admin  Set up an on-site meeting to show demo  Saw the value in address verification software © Experian Limited 2008. All rights reserved. Confidential and proprietary. 6
    • 5. What was your experience training your staff touse Experian QAS products? Very little training was needed  Experian QAS Account Manager did a WebEx to train staff  Assembled in a conference room for an hour but the training did not even take that long © Experian Limited 2008. All rights reserved. Confidential and proprietary. 7
    • 6. What results have you seen since implementingExperian QAS address verification tools? Operational efficiency increased Reduced call times in the call center Reduced back-end re-work © Experian Limited 2008. All rights reserved. Confidential and proprietary. 8
    • PRODUCT DEMONSTRATION QAS Pro © Experian Limited 2008. All rights reserved. Confidential and proprietary. 9
    • QASProducts & services Real-time verification Clean & enhance Address Clean  QAS Pro  QAS Batch  QAS Pro On Demand  QAS Bulk Processing  QAS Pro Web  Phone & Email Batch  QAS Pro API Enhance Phone and Email  QAS Unify  QAS Phone  NCOALink®  QAS Email © Experian Limited 2008. All rights reserved. Confidential and proprietary. 10
    • Please visit www.qas.com for more information. © Experian Limited 2008. All rights reserved. Confidential and proprietary. 11