Every year, utilities write off millions in bad debt caused by customers who don’t pay their electricity bills. Customers are getting more creative every day in avoiding paying outstanding utility debt, including trying to use a different name to establish new accounts, etc. Typically, the utility seeks to pass those bad debts along as additional costs to the ratepayers who do pay their bills, or the losses are absorbed by the company’s shareholders. As a result, utilities are facing increasing pressure from shareholders and regulators alike to minimize those losses, even while providing utility services to consumers who are not likely to pay.
Sound credit and collections practices are key for utilities to reduce bad debt and improve debt recovery in the customer revenue cycle. Some utilities are hesitant to adopt more aggressive collections practices, fearing a drop in customer satisfaction. Ironically, however, utilities that implement and strictly enforce collections policies often show improved customer satisfaction. Findings consistently show that with an increased focus on customer engagement and the customer experience, utilities can help reduce bad debt and improve the overall collection process.
At EUCI’s 2017 Credit and Collections for Utilities conference, attendees will learn how other utilities have developed methods for preventing fraudulent accounts and improving debt recovery. Industry experts, utilities and researchers will share ideas, potential solutions, as well as the challenges on the horizon in this critical effort to improve collections. This event will offer an educational atmosphere for utility credit and customer service professionals where they can learn current issues, trends, and solutions.
- Discuss different ways of pursuing debt recovery
- Evaluate how payment arrangement changes are making positive impacts on customer debt levels
- Discuss how using behavioral science can improve payments and collections
- Explain how the utility and telecom industries can profit from each other
- Review what utilities need to know and implement in order to be TCPA compliant
- Discuss effective techniques for collections shared from other sources
- Discuss programs and processes that enable successful payment programs
- Critique solutions that enhance the management, recovery and production of A/R portfolios
EUCI has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET). In obtaining this accreditation, EUCI has demonstrated that it complies with the ANSI/IACET Standard which is recognized internationally as a standard of good practice. As a result of their Authorized Provider status, EUCI is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET Standard.
EUCI is authorized by IACET to offer 1.0 CEUs for this conference and 0.3 CEUs for the workshop.
Requirements for Successful Completion of Program
Participants must sign in/out each day and be in attendance for the entirety of the course to be eligible for continuing education credit.
This program will include case studies, panel discussions and PowerPoint presentations.
Wednesday, June 21, 2017
12:30 – 1:00 p.m. :: Registration
1:00 – 1:15 p.m. :: Welcome and Overview
3:00 – 3:30 p.m. :: Networking Break
5:15 – 6:15 p.m. :: Networking Reception
Thursday, June 22, 2017
8:00 – 8:30 a.m. :: Continental Breakfast
10:00 – 10:30 a.m. :: Networking Break
12:00 – 1:00 p.m. :: Group Luncheon
2:30 – 3:00 p.m. :: Networking Break
4:30 p.m. :: Conference Adjourns
How Contact Approaches are Migrating to the Virtual World
Wednesday, June 21, 2017
The way utilities and customers interact with each other gets more each year. Major advances in technology, combined with the ease of information-sharing and availability, have created a consumer whose expectations of customer service have increased dramatically. The rapidly growing use of mobile devices across all customer segments means that mobile communications provide an important avenue to help satisfy utility customer needs and expectations. In today’s world of exploding social and other media, utilities are using various communications channels including e-mail, text message, self-service, webchat, etc. to reach customers.
At this workshop, industry professionals will share their innovative strategies for enlisting technology to reach customers and improve customer satisfaction. Attendees will take away additional knowledge and resources required to implement effective solutions in order to accommodate the customer of today and the future.
- Discuss how progressive utilities assist and engage customers
- Discuss the importance of data collection and partnering with other entities to assist the customer in becoming more self-sufficient.
- Critique the necessary key strategy elements necessary to build a foundation for improving contact with customers.
- Recognize the necessary components of a good customer experience
- Explain how to improve communications by making incremental improvements to existing processes or technology
8:00 – 8:30 a.m. :: Registration and Continental Breakfast
8:30 – 11:45 a.m. :: Workshop Timing
- Journey mapping tools and techniques
- Getting executive buy-in
- Establishing a communications team
- Voice of the customer
- Attendees’ forum focused on utility best practices and challenges for contacting customers
Colleen Rose, Senior Product Manager Collections, Experian
Colleen Rose has been with Experian for over three years; currently as a Senior Product Manager and in her previous role as an Account Executive in the Collections vertical. She has more than 20 years of collections industry experience on both the issuer and agency sides. Prior to Experian, she worked for Asset Management Professionals as the Vice President of Business Development, driving significant new client revenue growth. Prior to that, Colleen worked at NCI as the Director for Key Accounts, focusing on growing revenue for six of the top ten credit card issuers. She began her career on the issuer side and has worked at Capital One in both the collections and credit activation department, as well as at SunCom Wireless (now T-Mobile), where she oversaw customer service, internal and external collections, and recoveries operations. She holds a BBA in finance from The College of William and Mary and an MBA from the University of Richmond.
Armon Curd, eCommerce Manager – Corporate Affairs Dept, Citizens Energy Group
Armon Curd is primarily responsible for managing, maintaining and implementing all company websites and electronic communications. Leveraging emerging technologies with market research gives him the ability and insight to build customer-facing commerce applications. The eCommerce platform involves the management of all online strategies; including social media channels, electronic branding and marketing efforts, and related policies and procedures governing the use of new electronic channels for business. Mr. Curd previously worked for Veolia Water North America, where he was director of Customer Service. At Veolia, his responsibilities included developing, implementing and administering a customer service plan using strategic and measurable goals. He was directly responsible for the day-to-day operations of the Contact Center/Billing and Collections area. Mr. Curd earned a bachelor’s degree in business information systems from Indiana Wesleyan University.
Maureen Russolo, Vice President – Strategic Business Development, E Source
As the VP of Strategic Business Development at E Source, Maureen Russolo draws on her expertise and passion to develop and oversee the delivery of a variety of E Source membership, consulting and toll solutions in the areas of customer-side management, customer experience, customer journey mapping, change management, contact center and self-service enhancements. During the 13 years she spent in the Canadian natural gas industry, she oversaw the implementation of a fully-automated self-service application for mass-market and small commercial customers and led development of utility customer experience and multi-channel strategies, including governance structures. Ms. Russolo has expertise in developing gap analysis, understanding customer dissatisfiers, and building detailed business cases with both strategic and financial justifications. Certified in Customer Experience Management and Change Management, Maureen also holds a certificate in communications and public relations from the University of Western Ontario.
Sue Bell, Business Process Analyst, We Energies
Brian Bub, Manager – Customer Care, Tucson Electric Power
Chris Clark, Director – Fraud, Risk and Compliance, Neustar
Joseph Dimeo, Collections Manager, Enbridge Gas
Buddy Flake, Credit Manager, Public Service North Carolina
Amy Hayes, Manager of Customer Solutions, Ameren
Karen Keough, Manager – Credit and Collections, Eversource
Steve Kusic, CEO, National Recovery Agency
Judy Lidster, Collections Supervisor, Hydro Ottawa
Bernie Molchany, Director – Revenue Management, Duquesne Light Co.
Kevin Rhea, Credit & Collections and Remittance Supervisor, Tucson Electric Power
Colleen Rose, Senior Product Manager, Experian
Maureen Russolo, Vice President, E Source
Minneapolis Marriott City Center
30 S. 7th Street
Minneapolis, MN 55402
To reserve your room, please call 1-612-349-4000
Please indicate that you are with the EUCI group to receive the group rate.
The room rate is $209.00 single or double plus applicable taxes.
Room Block Dates:
A room block has been reserved for the nights of June 20 – 22, 2017.
Rate Available Until:
Make your reservations prior to May 20, 2017. There are a limited number of rooms available at the conference rate. Please make your reservations early.
Please Note: Confirmed speakers do not need to register and are encouraged to participate in all sessions of the event. If you are a speaker and have any questions please contact our offices at 1.303.770.8800
|Event||Early Bird Before |
Friday, June 02, 2017
|Credit & Collections 2017 Conference||US $ 1195.00||US $ 1395.00|
This event has the following workshops:
|How Contact Approaches are Migrating to the Virtual World||US $ 495.00 ||US $ 595.00
*Please note: all attendees of the conference will receive a flash drive containing all presentations that are made available by the presenters. If you cannot attend the conference but would still like a copy of these materials, please consider purchasing the proceedings package listed below
I cannot attend but would like a copy of the proceedings
|Proceedings package||US $ 395.00|
Take advantage of these discounts!
- Attend the Conference and workshop and pay $1,595.00 per attendee (save $ 95.00 each)
Register 3 Send 4th Free!
Any organization wishing to send multiple attendees to these conferences may send 1 FREE for every 3 delegates registered. Please note that all registrations must be made at the same time to qualify.
Your registration may be transferred to a member of your organization up to 24 hours in advance of the event. Cancellations must be received on or before May 19, 2017 in order to be refunded and will be subject to a US $195.00 processing fee per registrant. No refunds will be made after this date. Cancellations received after this date will create a credit of the tuition (less processing fee) good toward any other EUCI event. This credit will be good for six months from the cancellation date. In the event of non-attendance, all registration fees will be forfeited. In case of conference cancellation, EUCIs liability is limited to refund of the event registration fee only. For more information regarding administrative policies, such as complaints and refunds, please contact our offices at 303-770-8800