On-Demand Discussion: Enhancing Customer Service for Walk-In Utility Customers
City Utilities of Springfield has changed the way they serve walk-in customers. Today, 100% of customers paying in person do so via self-service kiosks. The technology is a key component of their holistic customer service strategy.
Hear from City Utilities panelists Lisa Vandaveer, Supervisor of Customer Services; and Cindy Shipley, Manager of Customer Services, about:
- Why the utility introduced self-service payments for walk-in customers
- What change management strategies they used to ensure high adoption and customer satisfaction
- How City Utilities uses kiosks as part of their overall approach to providing excellent customer service