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customer information is inquiry -only. This protects sensitive customer billing and payment data. EIS is a <br />browser -based solution which means it can be deployed with little to no training and minimal IT support. <br />CustomerConnect <br />Electric, water and gas utilities are always looking to improve connections with their customers — to share <br />information, save money, increase awareness, built trust and adapt resource consumption patterns. <br />CustomerConnect is the customer engagement solution that transforms the relationship between utility and <br />consumer through unrivalled levels of online functionality and interaction. The solution gives customers <br />direct, web -based access to their account information — and unprecedented control of resource use. <br />CustomerConnect's highly personalized account management tools enhance customer relations by clearly <br />showing the relevance of personal consumption. With this fresh, valuable insight, people can make smarter <br />energy and resource choices — and save money on their utility bills. <br />By putting control in the bands of end users, CustomerConnect dramatically reduces demands on utility <br />customer service representatives (CSRs). When support is needed, CustomerConnect's simple, intuitive <br />interface saves time and speeds call resolution by enabling CSRs to see exactly what customers see. <br />CustomerConnect enriches these customer interactions through extensive information and reporting <br />capabilities that give CSRs added insight to provide direct, personable advice on resource use. <br />The platform consists of two components, the framework of CustomerConnect and CSRConnect. These <br />components are essential in all implementations and allow for application level components to be activated. <br />CSRConnect <br />CSRConnect enables the utility staff, typically the customer service representatives to be able to assist the <br />user by navigating the portal as they would, while making use of some additional administration functions. <br />Masquerading as the user also allows for the CSR to make changes to the portal that would bring the most <br />relevant information for that customer to the forefront. <br />Application Level Modules <br />The application level currently consists of three modules, which provide full functionality across its specified <br />domain. From a software implementation perspective, one or more of the application level modules must be <br />in place for any implementations. The modules at this level are HomeConnect, BillConnect and <br />ServiceConnect. <br />HomeConnect <br />HomeConnect consists of functionality that relates to the evolving requirements of the smart grid. Including <br />display of usage history in graphical and tabular formats, content targeted for the education of users towards <br />reducing their bills, targeted alerts and notifications based on defined thresholds and general managing of <br />the user's home environment. <br />BillConnect <br />A continuation of NorthStar's customer portal, this application level module builds upon the relationship <br />between the utility and its customer. Includes functionality related to billing and general account <br />management. Deploying this module will allow the utility to take payments from its customer and for its <br />customer to analyze his/her bill over time, including future estimates. <br />ServiceConnect <br />A continuation of NorthStar's customer portal, this application level module builds upon the relationship <br />between the utility and its customer. It includes functionality related to billing, service order management <br />NorthStar Proposal Response — South Bend Indiana <br />