Life-Cycle Operations

Post-Pay Billing

Review Daily Bills for accuracy

Post Daily Bills

Research any Bill exceptions

Research accounts that have not billed and correct any issues

Identify accounts that have not billed in 30 days and correct any issues  

Pre-Pay Billing

Ensure usage received and daily billing occurring

Correct any issues related to the accounts billing

Ensure billing messages are sent on time

Enrollments

Review/correct unprocessed enrollments

Review and correct enrollment rejects

Review TPV for accuracy

Payments

Process batch payments Process

Payments Ensure batch and Auto

Draft process is functioning correctly

Post-Pay Dunning

Create DNP Notices and send to print vendor

Send disconnect transactions

Monitor reconnects to ensure they are sent on time

Monitor weather moratoriums to ensure no disconnects are sent in the affected areas

DPP Default monitoring

Pre-Pay Dunning

Ensure DNP texts/emails are sent on time

Send disconnect transactions

Monitor reconnects to ensure they are sent on time

Monitor weather moratoriums to ensure no disconnects are sent in the affected areas

DPP Default monitoring

Transactions

Monitor the inbound and outbound transactions to ensure timeliness and accuracy

Use Your EDI tracking system to locate and correct issues

Use MarkeTrac to work IAL's and IAG’s along with switch hold and other issues

Regulatory Assistance

Research and write responses for Complaints

Work with the commissions on your behalf regarding any issues

Assist with filing of quarterly, semi-annual and annual reports

File DOE monthly reporting

Sales Assistance

Assist with EFL creation and changes

Set-up product to bill correctly in billing system

Vendor Management

Negotiate the best pricing

Review options and offer recommendations

On-going relationship management

Project Management

Lead for migrations and deployments

Training

Train staff on best practices and any changes in the market

Migration Management

SmartBPO is well versed in system migrations and conversions

► We have managed multiple billing and telephony system migrations for clients as well as for the REP’s we have worked for in the past

► SmartBPO was the project manager for one of the largest system migrations in de-regulated market history in 2018, the migration was completed six months ahead of schedule and with very little interruption to the daily work flow

► We have migrated to or from the majority of billing systems in the industry and understand the subtle differences between systems that can create the biggest headaches if not handled properly

► We know when the best course of action is a full-blown migration or a simpler customer conversion and can guide our clients to what will work best for their situation

Call-Center Solutions

Our management team has over 20 years of experience

► We have managed the Call-Center for REP’s that were consistently ranked in the top 5 on J.D. Power Retail Electric Provider Residential Customer Satisfaction Survey

► We have worked with and have strong working knowledge of various telephony systems used in the industry today

► We can use your current system so that you have retain the reporting and can view the call stats when you want or we can use our own system and provide you daily, weekly, monthly reporting

► We only work with the Energy industry. Our agents our focused on energy and have a strong working knowledge of the industry. This allows our agents to maintain a lower average talk time and average hold time while providing a excellent customer experience.