Fortune 500 Energy Company

Engagement Summary

everse developed an Electronic Bill Presentment & Payment (EBPP) system that decreased the cost of generating and mailing bills, increased cash flow, improved the client's customer satisfaction scores, and increased efficiency by automating and streamlining business processes.

Client Profile

A Fortune 500 energy company.

Business Challenges

The client's EBPP capabilities were limited by a new and unstable customer information system (CIS) and an inability to handle credit/debit card payments directly online.

• The client could not address its customers' demand for 24/7 access to billing and usage histories.
• The absence of EBPP functionality led to a significant drop in the client's customer satisfaction scores.
• Processes spread across business units dispersed workflow and increased operating costs.
• Traditional billing processes led to frequently delayed payments and cash flow.

everse Solution

everse provided custom development and third-party integration to implement a comprehensive EBPP solution for the client that included an administration module for customer service representatives. everse:

• Facilitated a buy-vs.-build analysis, third-party evaluation and selection, and service level agreement definition.
• Performed functional specification for the new EBPP framework, including hardware and software, business rules, workflow, and integration requirements.
• Created the solution architecture, user interface, single sign-on, auto-payment, security, and reporting components.
• Developed a bill presentment application that parses the AFP printstream from the client's legacy system to display bills in PDF format.
• Built functionality to collect payment data and facilitate processing by a third-party provider.
• Created a billing and payment history application with automatic 14th-month data rollover.
• Developed enrollment, bill-ready, and payment-rejection e-mail notification.