November 19, 2024

MyAccount enhances customer self-service options

Technology Suite

MyAccount, the customer-facing portal, now offers improved self-service options designed to make managing utility services simpler and more efficient. These updates not only benefit customers by providing more flexibility, but also streamline operations for utility staff. Here’s how these changes can help staff better serve their community, especially as customers apply for service, stop service or transfer within the current service area.

Online service applications for new residents

Rather than coming into the utilities office or submitting paper applications, new residents can now apply for utility service online at their convenience. This shift allows the capture of all necessary data in a timely manner and helps ensure that applications are complete from the outset. With digital applications readily available in the Technology Suite, staff can review the customer’s information right away, saving time and reducing paperwork.

Simplified processes for existing customers: Stop or transfer service

For customers who already use MyAccount, there are now added options to stop service or transfer utility service to another location within the community. With these features, customers can independently select their preferred dates to stop or transfer services, helping them manage their utilities more seamlessly during a move. This reduces time spent on phone calls or manual entry by utility staff. It also minimizes scheduling issues by allowing customers to submit these requests directly in MyAccount.

Confirmation emails: Peace of mind for customers, fewer follow-ups for staff

One key benefit of these new features is the automated email confirmation sent to customers after they submit a service application, transfer request or stop service. These confirmation emails help reduce uncertainty for customers and decrease the number of follow-up inquiries. Knowing that their request has been received gives customers confidence in the system, while reducing the need for status update requests from staff.

Efficiency gains for utility staff: streamlining with Northstar integration

These self-service options in MyAccount also increase operational efficiency by allowing staff to quickly access customer information submitted online, verify the data’s accuracy and directly initiate the service order process in Northstar. This streamlined workflow not only reduces manual entry but also minimizes errors, making it faster and easier to manage service orders. With fewer administrative tasks, the utility team can spend more time focusing on higher-impact customer support needs, providing an even better experience for their community.

What’s next?

For information on customer self-service options in the MyAccount portal, please submit a help desk request.