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Customer Touchpoints: Support through launch


What happens after we launch our new billing system?


Customer Touchpoints doesn’t end when the new system goes live. As many as 500 employees in 27 different departments will be working with new applications, and they’ll continue to have support in addition to the extensive training they’ve already received.


“We developed a detailed stabilization plan to help employees resolve issues with the system and how we use it and to do that as quickly as we can,” said Dave Worth, program director, Customer Touchpoints. “We’ve been assembling resources for months to provide this support.”


The first stage of stabilization — referred to as hypercare — lasts about 90 days and follows the process below.


Hypercare ends after we meet specific criteria, such as completing month-end closing in two to three days. “After we meet identified metrics, ongoing support of the system transitions to IT Customer Applications Support, an in-house team located in Tualatin,” said Worth. “That team includes some of the same employees who helped build the system. They will provide user support and implement enhancements over time.”


Here’s the process employees follow if they encounter issues with our new billing system after it goes live:


ENCOUNTER AN ISSUE


Awesome! Aren’t co-workers great to have around?


CONSULT ONLINE RESOURCES


NO


Looks like this may be a higher level issue.


Need more assistance?


Need more assistance?


NO YES YES


PASSED ON TO CUSTOMER TOUCHPOINTS COMMAND CENTER


Great! Thanks for using your resources.


CONSULT EXPERTS ON LOCATION


TRIAGE


Don’t worry. We’ve got a project team and members of IT ready to help.


DELIVER


Deliver exceptional customer experiences


A customer’s bill graph will display energy use based on the bill cycle, instead of the calendar month, making it easier to understand the amount shown on the bill.

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