Billing Inquiry

Customers of a Utilities company occasionally have questions about an invoice that can range from clarity requests on certain invoice items to disagreement on billing amounts.

Upon receiving the inquiry from the customer, a Call Center agent researches the issue. This research can involve reviewing the invoice, the customer's billing and consumption history, the previous customer contacts, and the service history. Based on this research, the agent responds to the customer with appropriate information or with a corrective action such as canceling or correcting the current bill.

If the customer is not satisfied with this response or the agent is unable to resolve the issue with the tools at their disposal, the issue is escalated for further review. Additional research or corrective actions are taken until the issue is resolved.

OpenText  Enterprise Content Management (ECM) solutions for Billing Inquiry reduce the effort required to review invoices and share information with customers and partners in a timely, effective manner. With ECM solutions, service centers gain robust search capabilities and easy access to customer information, service history and partner information.

ECM solutions from OpenText for Billing Inquiry deliver this functionality with the following components:

Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.