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How AEP Increased Paperless Billing
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Kelly-Billing 091411

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How AEP Increased Paperless Billing Enrollments by 45%

The billing and payment landscape is changing faster than ever as new generations and technologies enter the mainstream. At the same emerging research shows that billing and payment is playing an increasingly strategic role in delivering meaningful and strategic business value.

This is especially the case for paperless adoption, which continues to be a challenge for many utilities. Minimal marketing budgets, lack of call center support, and overcoming customer barriers are just a few of the obstacles. But by leveraging consumer research and a comprehensive integrated approach to e-billing, AEP has achieved remarkable results. From deploying new technologies with a focus on user experience and optimized website design to launching creative internal and external marketing campaigns, AEP has increased paperless billing enrollments by 45%.

This informative one-hour webinar features Kathy Kelley, Manager of Customer Interface and Channel Management. Join her to hear the latest consumer research data on billing and payment and how AEP achieved dramatic and sustained results

Wednesday, September 14, 20011
1:00-2:00pm Eastern

About Your Webinar Presenter:

Kathy Kelley, Manager Customer Interface and Channel Management, American Electric Power


Kathy has over 25 years' experience in the utility industry, with a versatile background in both internal and external customer service, back-office support services, and project management. As the manager of Customer Interface and Channel Management, Kathy is responsible for online customer service functions on AEP's seven Utility websites, as well as its National Accounts website. Her team has been instrumental in automating and marketing the online customer self-service channel. During her tenure, the volume of online transactions averaged an annual growth of 25% per year.


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