Manage My Account: Contact-free service keeps customers and employees safe
COVID-19 has thrown a wrench in 2020, forcing many people to work from home, including a large number of CPS Energy employees. But our new normal of working from home doesn’t just encompass our day jobs—it also touches nearly every daily, weekly, and monthly routine, including how we pay our bills. While our friendly and helpful Energy Advisors are just a phone call or video chat away and our walk-in centers remain open, tens of thousands of customers have joined many others using CPS Energy’s free Manage My Account feature to pay their bill, check their energy usage and so much more.
“We now have more than 667,000 customers enrolled in Manage My Account,” said DeAnna Hardwick, Vice President of Customer Success. “We also continue to see high digital engagement from our customers, since 65% of them receive e-bills and 77% make their monthly bill payment electronically.”
Manage My Account provides you a secure way to pay your bill from the comfort of your own home. It also allows you to start, stop, or transfer your service, set up AutoPay or a budget payment plan, and even view your energy usage in near real-time. Through the My Energy Portal feature in Manage My Account, you can see your use down to 15-minute increments as recently as the day before so you can see how much energy you’re using throughout the day. That allows you to track your use as you go along so you don’t have to wait for your monthly bill and end up with sticker shock, especially during our summer months, and while we’re spending more time at home.
You can view your energy usage, costs, and compare yourself to your neighbors in our enhanced My Energy Portal.
As more people stay home and look for contact-free services and ways to pay, Manage My Account is filling that need. CPS Energy has seen a massive increase in new enrollees. From February-May of 2019, we saw an increase of 11,811 new enrollees, while a whopping 35,631 customers enrolled in our online service during the same period this year. That’s a 202% increase!
“Making it easy for customers to do business with us in the way they want is important,” said DeAnna. “So, for customers who want to have access to us in person, we’ve kept our walk-in centers open and stepped up our safety practices. At the same time, we know many customers prefer to interact with us digitally, so we continue to make our online tools easy to use, such as letting customers skip the step that requires them to log in to their account so they can make a one-time payment.”
While we will always give you a wealth of digital tools to help you request service online any hour of the day and learn more ways to save money on your bill, we still strive to keep a personal touch in everything we do.
“We’ve started making phone calls to customers to offer direct support and let them know we care,” said DeAnna. “We share information on our programs and options, walk them through websites for agency assistance with the City or County, and send out emails and social media updates with information on any other help they may need.”
Despite the challenges everyone is facing right now, CPS Energy is committed to providing the highest level of customer service possible while making sure customers stay safe. Manage My Account is the ideal tool to help all customers do everything they need from the comfort of their own home.
