IREA wins customer service award

IREA’s monthly bill redesign was recently cited for excellence in customer service.

The redesigned bill, introduced late last year, is the 2018 winner of CS Week’s Expanding Excellence Award for Innovation in People & Process. The award recognizes “innovative, low-tech or non-technological approaches to improving customer service in the meter-to-cash customer experience.”

IREA’s billing and consumer services departments put great thought and effort into the bill redesign and created an aesthetically pleasing, easy-to-read bill. Emphasis was placed on making the amount due, due date and other key information easier to find. Additions to the redesigned bill, including the My Billing Snapshot feature, have also been well-received by customers.

“We are honored to be recognized by CS Week for Expanding Excellence: Innovation in People and Process,” said Jennifer Tran, IREA’s Billing Services Director. “Our goal was to improve our customers’ experience with a bill that was easier to read, and we have received numerous customer compliments in that regard. It is nice to be recognized for those achievements.”

CS Week is a nonprofit organization that provides educational and networking services to companies in the utilities industry. Its namesake annual conference draws 2,000-plus electric, gas and water professionals and industry partners representing more than 150 companies.