We gained a 20% cost savings and a 20% increase in efficiency every time a customer calls with a billing question.
— Frank Avila
Customer Service Manager
Charlotte County Utilities
Featured White Paper
The Call for More Progressive Self-Service
Five cost-efficient, adaptable and flexible best practices that make a difference in today’s global communications industry. Learn how communication companies meet and exceed customer expectations and deliver the critical online billing experience.
Featured Case Study
San Francisco Public Utilities Commission Delivers Easier-To-Read Bills, Enhanced Customer Service
Faced with a growing number of billing-related customer calls, San Francisco Public Utilities Commission (SFPUC) redesigns its bills and improves customer service with Group 1’s DOC1 and e2 solutions.
e2 Service Features and Benefits
Faster Call Resolution
e2 Service stores, compresses and renders documents in their native print format, providing CSRs real-time access to exact replicas of documents and web-presented information. Reps will see documents and data exactly as the customer sees it–all from a single interface–with no need to toggle between screens. The result is more satisfied customers and greatly reduced call times.
Multi-format Rendering for Quick Loads, Quicker Navigation
e2 Service technology renders documents and data on-the-fly in your preferred viewing format–including GIF, TIFF, PDF, and HTML. CSRs can quickly navigate to the right page or section even in documents with thousands of pages.
Unlike other systems, e2 Service does not require conversion to PDF, which is slow to load, difficult to navigate, and has significant storage overhead. With e2 Service, document resolution is always clear and even the smallest fonts are crisp and easy to read.
Interactive Search Identifies the Right Document-In Seconds
With our unique, interactive search capabilities, CSRs can more quickly identify a caller and find the individual’s document, no matter what information is given–name, address, social security or account number. Even hard to spell or similar names are easy to find and require no re-keying. And finding the correct ‘Mr. Smith’ among dozens is facilitated by a drop-down list of names with corresponding meta-data about the selected name being displayed in a separate window.
Integrated E-mail and Fax Capabilities
e2 Service helps eliminate call backs and costly remails. CSRs can retrieve exact replica documents while the customer is on the phone — with the ability to e-mail, fax and reprint them on demand, thereby improving customer satisfaction and first-time call closure.
Generate Reprints in Less Time at Reduced Costs
CSRs can print customer-requested copies on a local printer or submit them for batch reprinting. With the e2 Service Reprint option, reps can view and reprint an entire document, a range of pages or a single sheet. CSRs can also e-mail requested documents to the customer, eliminating the printing and mailing costs.