CIS Tool Gives CSRs Visibility Into Available Low-Income Assistance Options

Date: Wednesday, December 14th Time: 2 – 3 PM ET **Non-Insight Center Members can enjoy complimentary registration to this webinar.** In 2021, ComEd added a Low-Income Pre-certification tool to its CIS, providing a more thorough, efficient methodology to identify financial assistance options for low-income customers. The tool gives CSRs visibility into all programs that a customer is eligible for on one screen, enabling them to consistently offer all energy assistance options available. Attend this webinar to learn how ComEd’s Low-Income Pre-certification tool helped the utility achieve the following results:
  • An increase in CSAT among residential customers who spoke with a CSR
  • A reduction in the time required for customers to receive assistance
  • An increase in customer advocacy to support bill arrearage reduction efforts
  • Leveraged opportunity for the CSRs to provide clearer direction to which financial programs the customer could be eligible for to receive monetary relief
Moderator:
  • Pat Ricks, Senior Advisor, Chartwell, Inc.
Speakers:
  • April Evans, Senior Business Program Manager, ComEd
  • Wahidah Timmons, Senior Training Specialist, Quality Training and Analysis, ComEd
Learn more about the Chartwell Vulnerable Customer Leadership Council by contacting Tim Herrick.  
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Moderator & Speakers

Pat Ricks
Senior Consultant, Chartwell Inc.
April Evans
Senior Business Program Manager, Customer Care Strategy & Support, ComEd
Wahidah Timmons
Senior Training Specialist, Quality Training and Analysis, ComEd