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


  • Pat Ricks, Senior Advisor, Chartwell, Inc.


  • 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.


best practices awards Chartwell's Best Practice Awards ComEd Financial Assistance low income Low-Income Pre-certification tool

Moderator & Speakers

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